NoticiasIPC mejora sus niveles de satisfacción de servicio al cliente, a través de la adquisición de una solución de IP-PBX de Interactive IntelligenceEIC de Interactive Intelligence, supera las expectativas de atención y servicio al cliente.Purchasing Co-op for SUBWAY Improves Customer Service Using Application-Rich IP PBX
About IPC
The Challenge When IPC decided to take over the SUBWAY franchises' electronic gift card program in 2005, it marked the first time the company and its small operations staff had to manage a technology service. As the purchaser for goods and services for franchisees of SUBWAY sandwich locations, IPC's operations staff generally fielded calls about purchasing - not technology questions related to gift cards. "This was a realm of the business that we hadn't been in before," said James Esposito, director of operations for IPC. The SUBWAY franchisees were selling the SUBWAY gift cards to consumers and needed answers to questions related to sales, redemptions and reconciliation. "We realized that we now had to be the face of the program, since we were handling the incoming calls and emails," Esposito said. "In the beginning, we didn't even have a PBX - we had a 10-year-old key-based phone system." The two-person support staff working with Esposito needed to field about 50 calls a day, and about 10 emails a day related to the SUBWAY gift cards. The calls were initially taken by a front-office receptionist, who would try to contact support staff to see if they were free to take the call. Emails came to two support coordinators, who would respond as time allowed. (Calls from consumers with questions about the cards were managed by an outsourced call center.) IPC was used to providing a consistently high level of service to franchisees, and recognized that it could not do so with its existing telephony solutions. "Our operators were doing the work of an automatic call distributor, but they were doing it manually," Esposito said. "In fact, all our processes were manual. We didn't have a customer relationship management system, so our agents were logging calls into Excel spreadsheets. We knew our wait times were long, and we had an undesirable number of abandoned calls. Our customer service levels just weren't where we wanted them to be." Callers might wait as long as 10 minutes for an agent to become available, and would often abandon the call. Callers who left voice mail messages - or sent emails - would not receive responses for more than 24 hours after initiating contact. Since the old calling system had no monitoring or statistics capabilities, Esposito and his staff did not know exactly how many callers simply hung up without completing the call.
The Solution "It became clear that EIC was the best solution for our needs. That came as a surprise, since Nortel and Avaya have been in the business a long time. However, despite their incorporation of IP,these players still brought with them the legacy of hardwarebased, proprietary architectures, while Interactive Intelligence offered an IP PBX built from the ground up on an all-software, standards-based platform." IPC also needed interactive voice response IVR) capability; a solution that supported unified messaging (UM); and one that would integrate with a CRM solution. Via a request for proposal process, IPC considered solutions from Cisco, Avaya, and Nortel, as well as Enterprise Interaction CenterTM (EIC) from Interactive Intelligence, an all-software, application-rich IP PBX. Working with Interactive Intelligence reseller, Miami-based Commlogik, Esposito received a demonstration of EIC. The review process was a tough one: Commlogik and Interactive Intelligence proceeded through three rounds of demos against Cisco, Nortel and Avaya. Following the cut, Cisco and Interactive Intelligence remained. After another rigorous review process, IPC decided the Interactive Intelligence EIC product was best able to meet and exceed its requirements. "It became clear that EIC was the best solution for our needs," Esposito said. "That came as a surprise, since Nortel and Avaya have been in the business a long time. However, despite their incorporation of IP, these players still brought with them the legacy of hardware-based, proprietary architectures, while Interactive Intelligence offered an IP PBX built from the ground up on an all-software, standards-based platform." EIC went live at IPC in late 2007. Today, IPC's 90 employees all use EIC's standard calling and voice mail features, and many of them are using its unified messaging features. The two support staff that field calls about the electronic gift card program use EIC's multi-channel queuing and routing feature. Receptionists rely on its presence management feature to determine which staff are available. EIC is also integrated with IPC's Microsoft CRM solution.
The Benefits "With EIC, call wait times have dropped from six minutes to less than three minutes. Callers who opt to receive a call-back, rather than wait on hold, receive responses in less than an hour - compared to 24 hours prior to the deployment." "It's the warm human touch, wrapped up in technology," Esposito said. Callers can also opt for EIC's call-back option if they don't want to wait on hold.
"With EIC, call wait times have dropped from six minutes to less than three minutes," Esposito said. Callers who opt to receive a call-back, rather than wait on hold, receive responses in less than an hour - compared to 24 hours prior to the deployment. In addition, Esposito says "Our customers now say, ‘You got back to us so fast,'" Esposito said. "We are so much more productive now, and can handle more calls in much less time." The integration of EIC with IPC's Microsoft CRM solution further benefited IPC through quick access to the customer database during peak call times, and the ability to prioritize calls, open cases and queues. Finally, the deployment would not have been such a success, according to Esposito, without CommLogik's more than eight years of experience deploying gateways, media servers, end-point devices, and other hardware, along with its comprehensive certification on the Interactive Intelligence platform. "CommLogik was fully involved in the project at the outset, from answering the RFP and providing thorough presentations, to giving in-depth training and performing the installation. In particular, CommLogik deployed our failover environment, which was critical to us given the risk of power failure during Florida's hurricane season. It is absolutely essential to select a knowledgeable and experienced partner, particularly when moving to IP," Esposito concluded.
About Commlogik Commlogik Corp. is a value-added computer telephony distributor for Florida, the Caribbean, and Latin America. Services include support, training, warranty services, RMA, and same-day shipping on most products. Consulting services are offered to assist with a wide range of deployments, including the SS7 protocol, digital telephony, contact center applications, PC-based PBX systems, corporate telephony communications solutions, and VoIP. Commlogik also supplies fault-tolerant industrial computers and turnkey telephony servers and systems.
Contact
|
Commlogik
|
||||||||
Copyright © 2007 - Todos los derechos reservados 