Flowers By Sutton

Overview

Flowers By Sutton is a New Rochelle florist with online ordering and a phone line for customer inquiries. MTB’s engagement focused on the support work around the business: handling questions that arrive through calls and email.

The challenge

Customer questions arrive through more than one channel. The project needed a way to provide phone coverage, analyze incoming email, and route requests to the appropriate support path.

The scope also included a human handoff, so requests could continue beyond the agent when they needed staff attention.

Our approach

The work brought a phone agent, email analysis, and support routing into one operations system. These capabilities covered the conversation at the point of contact and the next step for the request.

MTB’s published workflow describes an answer, a route, and a human handoff. The case focuses on that support system rather than the florist’s online storefront.

The outcome

The support system connects phone coverage and inbox analysis to routing and human handoff. Its role is to handle the first contact and give the request a clear next step.