Case Study: How DeskMasters Helped ASR Builders Manage Their Biggest Operational Surge in 25 Years

Client Testimonial

"After our marketing efforts, we experienced more interest than ever before. I simply didn’t have the time or resources to manage the day to day, let alone recruit additional help. I was initially sceptical about using an offshore provider, but DeskMasters quickly proved their value. They took the headache out of recruitment, delivered quality service, and scaled us back down effortlessly when things levelled out. We only paid for what we needed, and nothing was compromised. I’d recommend DeskMasters to any business that needs support quickly’.

Stephen, Director, ASR Builders

Primary Services: Residential and small commercial construction projects

Background
ASR Builders is an established construction company based in Buckinghamshire, who have delivered residential and small commercial building projects for 25 years. Following a successful internal marketing campaign in Q3 2024, the company experienced an unprecedented spike in customer enquiries and operational admin demands. This sudden growth exposed gaps in ASR’s internal capacity to handle increased workload.

The Challenge
With the surge in business activity, ASR Builders encountered critical issues:

  • Inbound call volumes tripled - without the necessary resources to respond effectively, the business was losing prospective clients. 

  • Admin work began piling up, including delayed supplier payments and late outgoing invoices to clients.

  • Cash flow was becoming inconsistent due to inefficiencies in invoicing.

The Solution
To tackle these challenges, DeskMasters deployed three full-time offshore professionals:

  • Two agents focused on handling inbound customer service and appointment bookings.

  • One agent dedicated to back office support, including invoice management for suppliers and customers.

Implementation
The onboarding process was facilitated by a DeskMasters project manager to deliver:

  • Implementation of ASR’s processes and tone of communication.

  • Smooth integration with ASR’s internal systems and daily workflows.

  • A structured transition plan that allowed the business to scale up support quickly and then consolidate as needed.

Results
Over a 3 month engagement, ASR Builders achieved the following:

  • 93% reduction in missed calls, improving customer satisfaction and lead conversion.

  • 100% catch up on supplier invoice payments, resolving friction with vendors. 

  • Timely issuance of client invoices, improving cash flow stability. 

  • Streamlined operations, allowing senior staff to refocus on project delivery.

Following this successful period, ASR transitioned to a single full time offshore agent to cover both of the required support functions. Again, a smooth transition was facilitated by the dedicated project manager, who oversaw the upskilling and knowledge transfer. By consolidating roles, ASR was able to pay only for the support they needed, without compromising on quality or performance.