Sarah Ross doesn’t just manage Fresh Coat Painters of Marble Falls – she keeps the entire operation moving. As the owner, she handles everything from bookkeeping to payroll to the endless stream of administrative tasks that come with running a thriving painting and wallpaper business.
But even the most organized business owner can’t be everywhere at once.
When Fresh Coat’s franchisor began exploring ways to enhance customer service across locations, Sarah was among the first to try AnswerConnect. More than a decade later, the partnership has become a crucial part of how she connects to customers, 24/7.
For Sarah, that reliability makes all the difference.
The challenge: Delivering consistent, high-quality customer service
Before transitioning to AnswerConnect, Sarah’s team used another answering service. Nothing was broken, but something was missing.
Fresh Coat needed:
- More consistent customer service
- A responsive support team
- Reliable call answering, especially when Sarah couldn’t get to the phone
- A system flexible enough to support multiple estimators and shifting calendars
As the business evolved and added new estimators, the demands on scheduling and customer communication grew more complex. Sarah needed a way to manage it all, without adding more to her already full plate.
Enter flexible, 24/7 support
From the start, onboarding with AnswerConnect was smooth. Sarah doesn’t recall any issues, which, as she jokes, is probably the best sign.
But the real value came after implementation.
1. Effortless scheduling
As Fresh Coat expanded, Sarah needed the ability to book quotes on multiple calendars. AnswerConnect adapted quickly, helping streamline scheduling without dropping calls or creating confusion.
2. Fast script updates & easy call review
Sarah frequently reviews calls in the AnswerConnect app. And when something doesn’t sound quite right, she loves how simple it is to request an adjustment.
“Anytime something in the script doesn’t sound right from a customer standpoint, they’re quick to fix it and help me reword it.”
3. Reliable call coverage – no matter what
Even when workflows shift or team roles change, AnswerConnect stays flexible. Whether it’s adding estimators or adjusting availability, the support team helps Sarah keep communication flowing smoothly.
A partnership built on communication
When asked how communication has been between her and AnswerConnect, Sarah doesn’t hesitate:
“Perfect.”
From quick support responses to the ability to flag call concerns instantly, the partnership has created a system Sarah trusts. Calls get answered, messages get delivered, and customers stay informed, even when her office is juggling a dozen priorities.
The ongoing impact
More than a decade in, AnswerConnect continues to support Fresh Coat Painters of Marble Falls with:
- Reliable 24/7 call answering
- Streamlined quote scheduling
- Quick script updates
- Clear communication
- Consistent customer service
The result? Sarah can focus on running her business, while feeling confident that every caller is greeted with professionalism and care.
Ready to upgrade your customer service?
If you’re ready to boost your customer service, streamline communication, and make sure every call gets answered, AnswerConnect can help – just like we’ve helped Sarah.
