A couple weeks ago, I was working with author and entrepreneur Lisa at Call That Girl. Lisa owns three successful PC Repair Shops spanning multiple cities. At the time, each office was getting swamped with calls. The side-effect was that her staff was spending an average of 10 minutes per call simply booking the appointment. All of which was NOT BILLABLE. Combined, they were losing both time and money. I suggested that we setup an Online Service Request form that would allow her clients to submit their own tickets. By doing so, we could reduce the number of calls and increase her company’s efficiency. The idea was to let clients submit tickets straight to her job queue. Most clients preferred “online” versus “offline” anyways. Obviously, we weren’t going to eliminate calls 100%, and that wasn’t the intention. The goal was to provide relief.