How Awesome Website Guys positively shaped customer perception with OpenPhone

About AWG

Industry:

Agency

Founded:

2017

HQ:

Wilmington, NC

Previous provider:

JustCall

Serial entrepreneur and angel investor Logan Lenz founded Awesome Website Guys to do one thing: develop awesome online presences for small businesses.

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Whether you need website maintenance, SEO, or strategic brand consulting, Awesome Website Guys aims to create well-optimized websites by bringing sometimes disparate skills and services under one roof.

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The small U.S.-based web agency operates through a collection of sub-brands and micro agencies Logan acquired based on his years of industry experience.

OpenPhone integrations used:

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Watch how AWG maintains client relationships with OpenPhone

The challenge

The solution

The impact

The challenge

AWG needed to modernize its outdated phone system after a series of acquisitions

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After acquiring a few agencies with their own legacy phone systems Awesome Website Guys (AWG) owner Logan Lenz needed a solution to consolidate these systems.

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The perfect solution would support the teams responsible for handling incoming calls for AWG’s sub-brands, allowing them to know who was calling and which sub-brand did they want to call.

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It would also allow them to send more personalized text messages — something customers were demanding more and more. “Texting feels noninvasive, and more savvy customers appreciate that they don’t have to call,” Logan explains.

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Logan considered RingCentral among other options but decided they were too pricey or not very user-friendly. For a while, Logan tried JustCall but ultimately admitted they weren’t the right fit either.

"I would recommend OpenPhone to any serial entrepreneur that wants to look a little bit bigger than they actually are and want to use best-in-class tools that will only grow with them."

Logan Lenz

Owner at Awesome Website Guys

The solution

OpenPhone offered AWG a chance to become more customer-centric

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Logan says finding OpenPhone felt serendipitous. Each sub-brand or department would have its own unique phone number. The receptionist team could answer each line can easily identify the brand or department each caller intends to reach.

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He also liked OpenPhone’s approach to text messaging, which would enable them to set up workflows that allowed customers who reached their voicemail to send a text message. AWG could even set auto-replies to any incoming messages and missed calls.

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OpenPhone’s integration with Slack also promised to empower Logan’s remote workforce to be even more collaborative and customer-centric.

The impact

OpenPhone helped AWG reach its highest potential

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18 months after saying “yes” to OpenPhone, Logan and the AWG team couldn’t be happier. “This is exactly what we threw away the desk phone for,” Logan says. “OpenPhone feels like a text messaging app and looks just like a phone call when it comes through on your device.”

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OpenPhone’s innovative business phone solution, particularly the text messaging automation features, has transformed AWG into the flexible and forward-thinking agency Logan envisioned. “Even our clients love that they can text instead of call and know we will be on top of it,” he says.

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The integration to forward calls and messages to Slack has also proven to be an unexpected benefit. “Even if someone reaches the wrong number and we can transfer them to other team members, that makes us look professional and super big — and gets clients where they need to be,” Logan says.

"OpenPhone helped me streamline my operations and empower my remote team."