Buhir Rafiq, Practice Principal, Total Books Accountants & RX Virtual Finance
Running an accountancy firm isn’t just about numbers; it’s about people.
At Total Books Accountants and RX Virtual Finance, we provide comprehensive accountancy, taxation, and consultancy services for small to medium-sized businesses, including specialised virtual accounting support for community pharmacies. With multiple branches and hundreds of clients, every call, every web enquiry, and every interruption was eating into the time we needed to serve our clients effectively.
Too many calls, too little time
Before AnswerConnect, we were trying to manage everything ourselves. I’d have staff juggling client work, admin, and phone calls, and even then, calls could be missed. Plus, every call was eating into the time needed to serve clients, and that left little room to focus on the parts of the business that really mattered.
Other services we tried (National companies and local call handlers) didn’t quite fit our workflow. Leads were missed, non-urgent sales calls and clients looking for free advice disrupted our day, and we had no integrated way to capture web enquiries or track them properly.
A human partner we could trust
What immediately stood out about AnswerConnect was the human touch. This wasn’t just a call service; it was a team of real, ethical people who understood client care.
- Every call is answered 24/7 by a receptionist who can pre-qualify leads
- Web chat is live and answered by real people
- Every lead flows straight into our CRM
- Calls are recorded and transcribed in real-time
- Scripts are customisable and updated instantly, ensuring consistency with the Total Books brand
It’s seamless.
From the client’s perspective, they’re talking to Total Books, not an answering service. When I follow up with a warm lead, it feels just as if they’ve been speaking with my secretary. That consistency has been a turning point for us.
I’ve also been genuinely impressed with the AnswerConnect team, their responsiveness, professionalism, and support whenever I have questions or requests has been incredible. Regular one-to-one video calls to improve scripts, learn the app, and set everything up correctly have been invaluable. That level of service makes a huge difference to our business and peace of mind.
But what really sets AnswerConnect apart for me is their commitment to giving back. Every month, a tree is planted on my behalf. In my culture, planting a tree carries spiritual weight; it creates good karma, something deeply meaningful. It isn’t just symbolic; it aligns with my own values of creating a positive impact while I grow my business.
My top features that make a difference:
- 24/7 live call answering by trained receptionists who pre-qualify leads
- Only real sales calls are booked into my diary
- Web chat integrated into the website for instant client engagement
- Detailed call recording accessible via a user-friendly app
- Automatic CRM integration and appointment scheduling
- Customisable scripts with real-time updates
- Ethical business practices, including tree planting and paid learning time for employees
This setup allows my team and me to focus on our clients’ businesses, confident that every inbound call is handled efficiently and professionally.
Time saved, leads captured, clients happy
From a business perspective, the results speak for themselves. Far more leads are converted into consultations quickly, stress is reduced, and my workflow has improved dramatically. I can focus on my clients and priorities, knowing AnswerConnect covers the rest.
The difference has been huge:
- Time savings: I can check calls and web chats through the app in minutes without interrupting my day
- Cost savings: We avoided hiring a full-time administrator, saving around £25,000 per year, while still capturing every lead
- Better lead management: High-quality leads are identified and booked straight into our CRM, so nothing falls through the cracks
- Enhanced client experience: Clients speak to a real human, not a bot, which builds trust from the very first interaction. We can call clients back instantly or have them transferred to us
- Peace of mind: I don’t have to worry about staffing gaps, missed calls, or lost sales opportunities
Why human service still matters
Accounting is a personal business. People want to feel heard and supported. That human touch, whether over the phone or via web chat, makes all the difference. It builds trust, reassures clients, and helps us handle issues with care.
This service makes the first part of the client journey seamless, painting a professional picture of our two accountancy practices and significantly increasing conversion rates.
A partner, not just a service
AnswerConnect has been a game-changer. Skilled human receptionists, integrated app and web chat technology, and an ethical, client-first approach have transformed how Total Books Accountants manages communications. The team can focus on clients, grow the business, and be confident every interaction is handled professionally, all while continuing to give back and make a positive impact.
I’m proud to refer AnswerConnect to colleagues in the accountancy sector. If it’s not broken, don’t mend it.
Discover more
Visit Total Books Accountants and RX Virtual Finance to explore their services, or contact AnswerConnect to see how a human-led answering solution can streamline your business operations.
