Greenfield Consulting is a 12-person professional services firm. Like many small businesses, they were drowning in phone calls — vendor coordination, client scheduling, administrative tasks. This is the story of how they reclaimed 15+ hours per week.

Note: Company name changed for privacy. Data and outcomes are real.

The Challenge: Death by Phone Calls

Greenfield's team of 12 includes consultants, project managers, and administrative staff. Before KallyAI, their phone burden looked like this:

Weekly Phone Call Breakdown

  • Client scheduling: 4 hours/week (rescheduling, confirmations, follow-ups)
  • Vendor coordination: 5 hours/week (quotes, order status, delivery)
  • Administrative calls: 3 hours/week (insurance, utilities, services)
  • Information gathering: 3 hours/week (research, pricing, availability)

Total: 15+ hours per week across the team

The Hidden Costs

Beyond the direct time, Greenfield identified several hidden costs:

  • Consultants making $150/hour calls were doing $20/hour tasks
  • Project delays when calls weren't made promptly
  • Inconsistent follow-through depending on who made the call
  • Staff frustration and morale issues around phone duties

The Solution: Phased Implementation

Greenfield took a measured approach to implementing KallyAI, starting small and expanding based on results.

Phase 1: Vendor Calls (Week 1-2)

Focus: Order status, delivery coordination, quote requests

Who: Operations manager and 2 project managers

Results:

  • 5 hours/week reduced to 30 minutes of review
  • Faster response times (calls made immediately, not queued)
  • Better documentation (automatic transcripts)

Phase 2: Client Scheduling (Week 3-4)

Focus: Appointment booking, rescheduling, confirmations

Who: Administrative assistant and consultants

Results:

  • 4 hours/week reduced to 20 minutes of review
  • Fewer missed appointments (consistent confirmation calls)
  • Admin time freed for higher-value work

Phase 3: Everything Else (Week 5+)

Focus: Administrative calls, information gathering, research

Who: Entire team as needed

Results:

  • Remaining 6 hours/week reduced to 30 minutes
  • Team-wide adoption with shared workspace

The Results: By the Numbers

Key Metrics After 90 Days

MetricBeforeAfterChange
Weekly phone time15+ hours1.5 hours-90%
Avg time per task18 min2 min (review)-89%
Call success rate82%94%+12%
Monthly cost$4,500*$95-98%

*Estimated cost based on blended hourly rate of $75 × 15 hours × 4 weeks

Qualitative Improvements

  • Morale boost: Team members reported significantly less frustration with phone duties
  • Faster turnaround: Calls made immediately instead of queued for "when I have time"
  • Better documentation: Automatic transcripts reduced "what did they say?" questions
  • Consistency: Same quality of follow-through regardless of who delegates

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Lessons Learned

1. Start with High-Volume, Low-Complexity Calls

Greenfield began with vendor status calls — high volume, predictable conversations. This built confidence before tackling client-facing calls.

2. Set Clear Expectations

The team established guidelines for what calls to delegate vs. handle personally. Generally: routine = delegate, relationship-critical = personal.

3. Review Summaries, Not Transcripts

Early on, some team members read full transcripts for every call. They learned that summaries were sufficient for 95% of cases, saving even more time.

4. Use Shared Workspaces

By sharing call results in a team workspace, everyone stayed informed without forwarding emails or asking "did you make that call?"

5. Measure and Iterate

Greenfield tracked time savings weekly for the first month. This data helped refine their approach and justify the investment.

The Owner's Perspective

"I used to spend two hours every Monday on vendor calls. Now I review summaries over coffee in 10 minutes. That's not just time savings — it's a completely different Monday morning experience."

— Managing Partner, Greenfield Consulting

Try It Yourself

Greenfield's success wasn't unique — it's a repeatable pattern. Here's how to replicate it:

  1. Audit your calls: Track phone time for one week
  2. Identify quick wins: Which calls are high-volume and routine?
  3. Start small: Test with one type of call
  4. Measure results: Compare time before and after
  5. Expand based on data: Add more call types as you validate

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