Client Situation
A leading transportation and trucking company has expanded their internal user base of professional logistics account executives as well as their online broker school.
The client’s current cloud-based telephony provider uses a cost-prohibitive pay-per-user model. This caused the client to assign multiple account executives to a single extension as the only solution they could think of to help curb cost overruns.
Additionally, the client had produced infomercials which were about to be aired nationally. They needed several Toll-Free numbers which could be used to track the penetration of the advertising.
Callicity Solution
After carefully reviewing their existing carrier’s capabilities and costs, we were able to correctly size a cloud-based PBX solution which allowed the business to move from a cost-per-user basis to a cost-per-simultaneous call model.
This allowed the business to give each logistics executive their own extension rather than having to share a limited number of extensions. We also enabled the business by introducing queue-based SMS messaging. This allowed any available account executive to answer customer queries via SMS to the company’s main business number, rather than their personal cell phone numbers.
Per the advertising agency’s request, we set up a block of toll-free numbers for each of their eight advertising regions. Next, we worked directly with their data analysis team to create custom reports which could be imported into the agency’s tool set enabling detailed call penetration, length, and handling time reports. We also created IVR and call queues which enable the sales training team to answer incoming calls on a first-come, first-served basis.
Client Benefits
The client was able to transform their business by increasing the number of individual extensions from twelve to more than 130 all while reducing the effective cost-per-user by more than 80%! Through the use of our mobile extension, account executives and management are able to answer a single extension no matter whether they are in the office, at a client site, or traveling.
By utilizing our extensive suite of call center features such as barge, whisper, listen, and recording, management has improved agent training and coaching. They are able to ensure the quality of their team’s customer service and support. In addition, they are able to train new agents in real-time during customer calls. The sales managers are able to assist agents in negotiations with potential customers in real-time.
Contact us today to learn more about how Callicity® can help you grow your business through integrated communications solutions.