CLIENT CASE STUDY
Bringing People Together, One Cup at a Time
“We’ve been in business for a long time and have seen the coffee industry evolve. As we’ve grown, we’ve been grateful for the ability to focus more on training our team, improving service quality, and managing our time efficiently—all thanks to Norango.
Thanks to Norango, we have the freedom to give our full attention to what matters most—our customers.”
Richard Yalden, Roasted Coffee
Got it! Here’s a refined rewrite of the case study with fewer bullet points, more flowing text, and section headings — ideal for a WordPress Avada Classic Theme page:
Case Study: How Norango Supports Campus Futures with Seamless Student and Client Support
About Campus Futures
Campus Futures is a specialist graduate and industrial placement recruitment agency that has been connecting top student talent with some of the UK’s biggest brands for over 15 years. Working closely with their sister company, Campus Industries, they also run nationwide on-campus marketing campaigns and manage student brand ambassadors.
With clients such as Morrisons, Virgin Media, Argos, and DIAGEO, Campus Futures operates in a fast-paced environment where responsiveness and reliability are crucial — especially when managing high volumes of student interactions.
The Challenge
As their campaigns and student networks grew, Campus Futures faced an increasing number of student and client queries. These included internet connectivity issues for students using partner-branded broadband services, as well as general questions about recruitment and campus initiatives.
Handling these calls internally was becoming difficult, particularly during peak times, and expanding their in-house team was not a cost-effective solution. What they needed was a professional, scalable way to ensure no call went unanswered, while maintaining the high standards expected by both students and corporate clients.
How Norango Helped
Norango stepped in as a trusted partner, providing flexible office back-up and first-line student support that acted as a seamless extension of the Campus Futures team.
Our team handles overflow calls, ensuring that every student or client query is answered promptly and professionally. We also take care of first-line technical support, particularly for students facing broadband and connectivity issues as part of Campus Futures’ partnerships with major telecom brands.
Importantly, all interactions are handled under the Campus Futures or client brand name, creating a consistent and professional experience. With 24/7 availability, students and clients are always able to speak to a real person, even outside regular office hours.
The Results
By working with Norango, Campus Futures has significantly improved the way they manage both student and client relationships. Students now receive faster, more effective responses, which has enhanced the reputation of Campus Futures and the brands they represent.
Internally, their team has been able to focus on core activities, such as client management and campaign delivery, without being overwhelmed by routine calls. And because Norango provides a scalable and cost-effective solution, Campus Futures can adjust the level of support they need without the expense of hiring additional staff.
Client Feedback
“Norango has been a game-changer for us. As our campaigns and client list grew, so did the volume of student queries. Having Norango as an extension of our team means we never miss a call, and our students and clients get the level of service they expect from us. It’s like having an on-demand team without the overheads.”
— Director, Campus Futures
Could Norango Help You Too?
If you’re looking for a flexible and professional way to handle customer or student support — without the cost of hiring extra staff — Norango can help. Whether you need overflow call handling, out-of-hours coverage, or specialist first-line support, we’re ready to become part of your team.
Contact us today to see how we can help you grow your business while keeping customer service at the highest standard.
The Challenge
As Roasted Coffee expanded its operations, handling customer inquiries became increasingly complex. Their business model required real-time communication with customers for:
- Placing wholesale and retail orders
- Scheduling barista training sessions
- Managing machine servicing and technical support
- Answering general customer inquiries
However, they encountered several key challenges:
- Overburdened Staff: The team had to juggle roasting, packaging, training, and servicing while also answering customer calls. This led to missed inquiries and slower response times.
- After-Hours Support: Urgent orders, machine breakdowns, and training inquiries often came in outside regular working hours, leaving customers without immediate assistance.
- Scalability Issues: As the business grew, so did the volume of calls and messages, making it difficult to maintain a high level of customer service without hiring additional staff.
The Norango Solution
Roasted Coffee partnered with Norango to streamline customer interactions, improve response times, and enhance service efficiency. Norango’s tailored approach provided:
- 24/7 Call Answering Service: Ensuring that every inquiry, whether during business hours or late at night, was handled professionally.
- First-Line Support: Addressing frequently asked questions, taking orders, scheduling training sessions, and providing troubleshooting assistance.
- Seamless Call Routing: Escalating urgent machine servicing requests or complex issues to the Roasted Coffee team as needed.
- Operational Relief: Freeing up in-house staff to focus on roasting, training, and customer experience rather than being tied up on the phone.
The Results
Since implementing Norango’s services, Roasted Coffee has seen transformative improvements:
- No Missed Calls: Every customer inquiry is handled promptly, improving response times and customer satisfaction.
- Higher Customer Engagement: Immediate assistance for orders, training inquiries, and machine support, resulting in better service experiences.
- Increased Productivity: Staff can now focus on their core roles without being interrupted by phone calls.
- Scalable Growth: With Norango handling customer communications, Roasted Coffee has expanded without needing to hire additional administrative staff.
Conclusion
By outsourcing their customer communication to Norango, Roasted Coffee has been able to focus on what they love—crafting incredible coffee and training passionate baristas. From handling orders and bookings to supporting urgent machine repairs, Norango keeps things running smoothly so Roasted Coffee can keep doing what they do best.
Want to streamline your business operations like Roasted Coffee?
Contact Norango today and let’s talk about how we can help you grow.
