Melissa Grant
Director of Operations

Ternity Group

improved systems and processes while managing complex customer needs

Melissa is the Director of Operations at Ternity Group, a team of antenatal and parenting professionals who support families through pregnancy, birth, and early parenting with three platforms: Nourish Baby, Safe Sleep Space, and Sleep Smart. Overrun by operational tasks, Melissa reached out to Empire Virtual Support for a tailored solution to her business needs.

Unique time requirements

Melissa knew that having administrative support would be a great benefit to her business. However, her business model was not conducive to hiring someone full time, nor putting on a staff member with set hours. She was put in the position of wanting someone available Monday-Friday, without needing to allocate set blocks of hours each day.

Drowning in admin

Like many business owners, as the business grew Melissa got caught up working in the business, rather than on the business. While she did have support systems in place, she found she was lacking someone to delegate tasks to and was instead getting bogged down in daily operational duties.

Complex Support Needs

As Ternity grew, the business’s support needs became more complex. Melissa needed a support team who were proactive in meeting business needs and confident in program management. She also wanted someone who could hit the ground running, helping implement new systems and processes with proven results.

Flexible Support

With our unique service model, Empire has been able to ensure that all Ternity’s customer needs have been met in a timely fashion, without needing to pay a full-time worker from 8am-5pm each day. Our experienced administrative support workers are on call whenever they’re needed, but never charge when they’re not actively on the job.

Administrative Management

Melissa now has a team of Empire Support personnel to oversee various aspects of the business. The Empire team provide phone and email support for Ternity’s online anti-natal education customers and telephone support service for expectant and new parents. They are also responsible for the administration process for Ternity’s health programs, and are available for any ad-hoc tasks that Melissa needs to delegate.

Continuous Improvement

Coming from a range of backgrounds and experiences, the Empire Virtual Support team understand the complex needs of running a business, especially with accelerated business growth. Our support members are constantly looking for new ways to improve systems and processes for Ternity, helping to streamline business functions before Melissa even has to think about it.

Cost Efficiency

Melissa is able to dial up or dial down support as needed, providing a flexible and cost-effective solution to her needs. Rather than one staff member paid full time, Melissa has a team of admin professionals ready to support her and her business every day of the week, ensuring Ternity customers receive support in a timely manner, without breaking the bank.

Smooth Systems and Processes

With Empire taking over a number of administrative and customer service-based tasks, we have implemented a number of new systems and processes to ensure smooth business operation and excellent customer service for Ternity. Regular tasks managed by Empire include:

Peace of Mind

Being able to hand over several administrative tasks to Empire Virtual Support, Melissa now has the time and space to work on business growth and strategy. Knowing that the day-to-day operations of the business are being managed has also taken a huge mental load off Melissa, giving her peace of mind that the business is being looked after while she focuses on the work most important to her.

From Chaotica to Optopia

Real Stories. Real Impact.

ExcellentEmpire Virtual Support5.0★★★★★ Based on 10 reviews fromSee all reviewsJoel S. ★★★★★ Charlie and the team at Empire are fantastic! They deliver a very high quality service and advice, always with a smile on their face.Whenever I throw a problem at Empire team it’s sorted quickly and to a very high standard. I would recommend them to anybody looking for virtual assistance and bookkeeping services.Response from the ownerThanks Joel we appreciate you taking the time to share :) Vanessa A. ★★★★★ The team at Empire are professional, experienced and always there when you need support. As a small business owner, having this level of support is a game changer. I highly recommend if you need to level up, connect with Charlie. Thank you team at EmpireDhania M. ★★★★★ Before we engaged Empire Virtual Support, I was finding it really difficult to stay on top of all of the tasks that I needed to do. When I did have time, I was finding myself mentally depleted, and just not able to focus. As a business, we weren’t realising our full potential. We had this vision of what we wanted to be, but we weren’t taking the right steps or achieving that. So I really needed to find support, so that I could focus on that bigger-picture stuff.Now, I feel like I don’t have to worry, I can pass on tasks to people I trust who are really competent at what they do, really enjoy what they do and are so approachable. Each individual person that I’ve worked with at Empire has been able to collaborate with me in a way that understands what my business problem is, and provide solutions. I have found a lot more clarity in what it is that I need to focus on and can work on growing my business into the business that I want it to be. It has been an absolute weight off my mind having Empire along for this ride, I really feel like they’re part of the team. And they’re working towards these common goals with us. I keep finding new things for them to do and it always surprises me that it’s just so easy for them to just pick up and run with.Big thanks to Charlie and the team, highly recommend!Valerie MacIver Public R. ★★★★★ Charlie and the team at Empire Virtual Support are like an extension of our team.We’ve worked together for more than four years – they are great with time management and full of ideas.Empire Virtual Support have helped to save time and money. It’s like having a weight lifted off your shoulders!Kim B. ★★★★★ It is a relief to have found Empire Virtual Support’s services. They were recommended to me 3 years ago, and I haven’t looked back.I find the team responsive, skilled and thorough. I have been very happy with my website updates as they grasp what I have in mind. I can highly recommend their skills and warm, professional and personalised support.Response from the ownerDelighted to support you Kim :) Stella S. ★★★★★ For me, the value of working with Empire Virtual Support is that I am a lot less stressed. I can tell them what I want, and they make it happen. It’s wonderful because it’s a fraction of the price I would be paying if I had a full time employee. We’ve got a great relationship and I love that they’ve been able to do everything I have ever asked them to do. Working with Empire Virtual Support has helped me bring my business to another level!Response from the ownerThanks Stella, look forward to continuing to work together :) Juliet D. ★★★★★ Charlie and the team from Empire Virtual Support are fantastic to work with, I highly recommended them.Response from the ownerThanks Juliet, we are glad to be able to support your wonderful business! Rosie G. ★★★★★ Charlie has provided administrative support to my solo private practice for most of the past year – it has been such a pleasure to work with someone so switched on, intuitive and respectful. She has taken the time to get to know my business and set up effective communication systems. She works independently yet checks in with me and asks questions when needed. Highly recommend Empire Virtual Support .Response from the ownerThanks Rosie, a pleasure to be part of your team :) Linda M. ★★★★★ An incredible addition to my business. Super efficient, reliable and always thinking ahead. Thanks to Empire Virtual Support, we’ve implemented systems and platforms that we’ve put off for years because it was too onerous. They sorted it out in a matter of days! Fantastic attention to detail and a joy to have on the teamFiona T. ★★★★★ We’ve been working with the team from Empire Virtual support for over a year now. We initially bought them on to support us in a marketing function, and since then, they have taken on a large number of responsibilities across the business. There’s actually very little in the business now that they are not across, and we get a really great consistency of experience and service, which has been amazing. Our experience is that every time someone is brought in, they’re in the right person for the task. The most valuable part of their support is the fact you’ve got all these skills in one place, it’s like having a dream team working alongside our inhouse team.Having Empire Virtual Support on our team just gives us so much more confidence to scale, we know that we going to be able to fulfil both our growth ambitions and the requirements of our clients. And that a really great place to be in, to not have to stress about delivering and also to do it in a financially sustainable way.From a personal perspective, as CEO and Founder, having Empire on the team has meant I can focus on the things I should be doing in this role; working on our vision, our positioning, continuing to innovate. I can be 100% focused on the future that is ahead of us and the growth ambitions I have for my business.