How Mold Medics’ Call Center Removes the Busy Work for Franchisees

For business owners in the service industry, fielding client calls is one of the most important and time-consuming day-to-day tasks, but for franchise owners with Mold Medics, the emerging mold-remediation and home-allergen franchise, those calls are largely out of sight and out of mind, thanks to a comprehensive corporate call center that manages all client calls and scheduling, allowing franchise owners to focus on what they do best: service customers and grow their business. 

“It’s our job to make life as easy as possible for the franchisee,” said Erin Werner, the customer service professional who manages Mold Medics’ call center. To that end, Mold Medics’ call center goes beyond simply fielding incoming calls for franchisees. Werner’s team is also equipped to schedule all service appointments — traditionally one of the more onerous tasks for owners and technicians — for every Mold Medics franchise.  

“We have access to every territory’s full schedule, which allows us to book any service at any given time that works for our franchise owners,” Werner said. “By training our CSR’s on mold and other environmental issues, we are able to go way beyond setting the appointment; we can hand the franchisee a client who is more informed on what to expect and eagerly awaiting their visit. This equips franchisee to make a faster, easier sale”.

“The goal of our call center is to provide a truly hands-off approach to the administrative aspects of the operation for our franchise owners,” said Tim Swackhammer, Mold Medics’ CEO. “When you are doing as much business as our franchisees are, scheduling can get complicated very fast, and that can leave a lot of opportunities for error, which is bad for the franchisee and the client. By having a dedicated team focused only on scheduling, we not only make franchisees’ jobs easier, we also ensure smoother, more streamlined service calendars across our system.”

Beyond scheduling, Mold Medics also offers an off-site call service called Answer Connect, which allows customers to speak to a live representative to get answers to any question, 24-7, even if their local franchisee is out on a job, or at home playing with their kids.

“Answer Connect is another side of the same coin as our call center,” Werner said. “It’s about freeing up the franchisee to focus on their work while also providing the best possible service for our customers.”

The call center and Answer Connect are both recent innovations for the young brand, but Warner says the results are already clear. “Right away, customers started telling us how much they loved our customer service,” she said. “It seems like every review we get mentions how quickly the scheduling got done and how happy they are to talk to a real person and not have to wait for a call-back.”

“Not many businesses have anything like this,” Swackhammer said. “I’m extremely proud to be one of the only brands in our segment offering an entire system devoted to what’s typically one of the biggest pain points for franchise owners. We’ve removed that aspect of the business entirely while also improving service for customers. And that’s entirely consistent with our overall mission to help franchisees grow and establish Mold Medics as a go-to name for quick and effective indoor home health.”

For more information on franchising with Mold Medics, visit moldmedics.com/franchising/.