How These Executives Got 30% of Their Time Back with WBN
Key Results
- 30% of executives’ time freed up for more high-level activities
- Smooth transition and superior management of key customer service tasks, leading to improved client satisfaction
- Significant improvement in overall efficacy and task management
- Successfully expanded from one remote professional to multiple roles, including administrative, marketing, and customer service positions, enhancing overall business productivity
The Challenge
MORE® Surface Care manufactures AntiEtch®, a groundbreaking UV-cured treatment specifically designed to protect marble from etching and staining. In addition to AntiEtch®, MORE® offers a comprehensive range of high-performance, eco-friendly products for the care and maintenance of natural stone, quartz, and tile surfaces. Their product line includes premium sealers, enhancers, and cleaners, all developed with a strong commitment to supporting fabricators in growing their businesses
through robust support programs.
As a growing business, MORE® Surface Care faced the challenge of limited capital, which restricted its ability to hire multiple employees simultaneously. This financial constraint often led to key employees taking on multiple roles, stretching their bandwidth and reducing overall efficiency. Company CEO Steve Wolf and Global Sales Leader Kelly Wolf found it challenging to manage additional job responsibilities while focusing on essential tasks that drive the company’s growth and innovation.
This situation created a bottleneck, where critical tasks could not receive the attention they needed. Steve, Kelly, and other key employees were constantly juggling various roles, from customer service to administrative tasks, which hampered their ability to concentrate on strategic initiatives.
Previously, an attempt to hire a part-time remote assistant in the U.S. did not yield the desired results. The part-time assistant was distracted by other commitments and lacked the focus necessary to perform effectively in a remote setting. The limitations of part-time assistance became clear, and it was evident that a more committed, full-time support structure was necessary to alleviate the workload on key employees and enable them to focus on high-priority activities.
The Solution
MORE® Surface Care turned to WorkBetterNow (WBN) for a more effective solution. They collaborated with a WBN sales assistant who helped craft a precise job description and returned with three hand-selected candidates within a week. Catalina was onboarded in another week to assist Steve, Kelly, and their marketing leader with various executive assistant tasks.
Catalina quickly proved herself to be an invaluable asset, demonstrating exceptional organizational skills and a keen attention to detail. Her ability to manage multiple tasks efficiently allowed the key leaders to focus on high-priority activities without being bogged down by administrative duties. Over time, Catalina’s role evolved to focus primarily on marketing, allowing the marketing leader to utilize her full-time. This shift significantly enhanced the marketing department’s productivity and led to the hiring of a second assistant, Mariana, to handle customer service.
Mariana’s bilingual skills (Spanish and English) and her ability to manage customer service tasks, such as order entry, invoicing, and phone support, made her an ideal fit for the role. She quickly adapted to the company’s systems and processes, showcasing her quick learning abilities and strong work ethic. Mariana also acted as a liaison between sales, customers, and the warehouse and fulfillment teams, ensuring smooth operations and effective communication across departments. Her proactive approach and dedication to her work further solidified her importance to the team, contributing to increased customer satisfaction and operational efficiency.
The Result
The introduction of WBN assistants significantly improved operational efficiency at MORE® Surface Care. Here are some of the key results achieved:
Time Savings
The reliability and accuracy of Catalina and Mariana freed up about 25-30% of Steve and Kelly’s time, enabling them to focus on more critical tasks. With Catalina handling various executive assistant duties and Mariana managing customer service, the executives were able to concentrate on strategic decision-making and growth initiatives.
Increased Efficacy
By transferring customer service responsibilities to Mariana, the company experienced a notable increase in overall operational efficiency. Mariana's ability to manage order entry, invoicing, and phone support seamlessly integrated with the company's processes. This not only streamlined operations but also reduced the workload on other team members, allowing them to focus on their core responsibilities and enhancing productivity across the board.
Enhanced Customer Service
Mariana's role in customer service proved invaluable. She effectively handled customer interactions and internal communications, making the department even stronger. Her bilingual skills enabled her to communicate effectively with a broader customer base, addressing inquiries and resolving issues promptly. This improved customer satisfaction and loyalty, as clients experienced more responsive and personalized service.
By entrusting key roles to WBN assistants, MORE® Surface Care has not only alleviated significant workloads but also ensured that operations run smoothly and efficiently. This partnership has allowed the company to focus on strategic growth and core business activities, confident in the support and reliability of their remote professionals.
“WBN has been a game-changer for us. My Executive Assistant not only handles my calendar with precision but also drives proactive improvements to the business. This is the first time in my career that someone is managing my calendar; it's incredibly liberating. Her dedication, aligned values, and positivity have truly freed up my time. Learning about WBN’s cost-effectiveness and reliable professionals has helped us boost productivity and gives us a competitive edge.”
– Steve Wolf, CEO & Founder, MORE® Surface Care
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