By late 2022, Emma Larson’s online bakery was flourishing. Launched in 2018, her business had grown from a small home-based operation into a thriving e-commerce venture specializing in artisan cakes and pastries, like lavender-honey sponges and rich chocolate tortes. Customers loved the ability to customize orders, but the constant stream of phone inquiries was overwhelming. Calls came in around the clock for custom designs, delivery scheduling, and dietary questions. Emma’s team of six was stretched thin, juggling baking, packaging, and customer service. Missed calls were a growing problem—over 60 unanswered voicemails in a single week, many from high-value clients like event planners needing large orders. Each missed call meant lost revenue, and Emma noticed customers were turning to competitors when they couldn’t get through. With a tight budget, hiring more staff wasn’t an option, and diverting focus from production to phones risked compromising quality. Emma needed a way to capture every order while preserving the personal touch her brand was known for.
After researching solutions, Emma partnered with an answering service specializing in order-taking. The service took time to understand her bakery’s operations, asking about common order types, customer preferences, and the warm, approachable tone that defined her brand. They crafted a tailored call script to handle everything from cake specifications to delivery details, ensuring every interaction felt consistent with the bakery’s values. The service’s operators, available 24/7, integrated seamlessly with the bakery’s online order system, entering data directly to streamline fulfillment. They used a secure database to track complex requests, such as multi-tiered cakes with specific dietary needs, and employed voice logging for accuracy verification. Emma was initially skeptical, concerned that outsourcing might feel detached, but the operators’ professionalism and enthusiasm mirrored her team’s approach, turning inquiries into confirmed orders with ease.
The results were transformative. Starting in early 2023, the answering service managed an average of 250 calls per month, converting 94% into confirmed orders. During a peak period in spring 2024, they handled 500 calls over a weekend, securing 180 custom orders that would have otherwise been missed. Operators also suggested complementary products, like additional desserts or premium toppings, increasing average order values by 14%. Customer satisfaction improved, with a 20% rise in reviews praising the “smooth ordering process.” With phone duties handled, Emma’s team focused on innovation, developing new flavors and optimizing logistics. By September 2025, the bakery had served over 3,200 customers, with repeat business up 23%. The consistent order flow enabled Emma to expand her product offerings and hire two additional bakers, scaling the business without losing its personal touch. Emma credited the answering service with turning a potential bottleneck into a growth driver.
For business owners grappling with high call volumes or missed opportunities, Professional Communications Messaging Service, Inc. (PCMSI) offers a reliable solution. Based in Erie, Pennsylvania, PCMSI has over 60 years of experience delivering customized answering services to more than 2,000 clients across industries like healthcare, real estate, IT, and utilities (https://pcmsi.com/order-taking-answering-services-2/). With a team of over 100 U.S.-based operators available 24/7/365, PCMSI provides tailored order-taking that integrates with existing systems, ensuring accurate data handling and secure customer information management. Their exclusive Best Rate Guarantee adjusts pricing monthly for cost efficiency, while features like customer support, upselling, and voice logging enhance operational effectiveness.
Whether capturing leads, scheduling appointments, or managing complex orders, PCMSI helps businesses maintain professionalism and seize every opportunity.
Find out more about PCMSI. Our answering service is affordable, reliable, and completely customizable. We have been serving our clients and their callers locally, nationally, and internationally for over 60 years! We look forward to the opportunity to partner with you. Visit us at pcmsi.com or call us anytime at 888-776-2661.
