Household goods moving company deploys all-in-one IP communications software suite for improved customer service, increased productivity, and reduced costs
CIC, an all-in-one IP communications software suite, replaced a Nortel
system, which was several revisions behind, according to
"It was going to cost us
After making its selection, Wheaton acquired Bekins Van Lines, which was also using CIC. As a result, it created a more aggressive deployment timeline to facilitate communication between the two entities and prevent any disruption of service to customers.
"Our combined entity meant we were communicating with hundreds of independent agents across the country and thousands of service providers," Carter said. "CIC enabled us to create a four-digit speed dial to provide quick access to each agent or provider. This may seem like a small thing, but it enabled our staff to acclimate to the acquisition more quickly and our corporate employees to be more efficient."
The company was also handling a lot of military business, and operators would spend much of their day getting frequently transferred military personnel in touch with someone who knew the status of their move.
"By adding CIC's skills-based call routing we were able to immediately get our military customers to the person most familiar with their move," Carter said. "This has saved our operators countless hours and has further improved service."
Also contributing to customer service has been CIC's callback feature. "Callback has equipped our agents with the information they need to more effectively serve customers as soon as the call is connected," Carter said. "It lets customers keep their place in queue without sitting on hold -- an option they've come to greatly appreciate."
The move to voice over IP has also saved the company money by enabling it to drop its primary rate interface lines, while CIC's desktop softphone resulted in additional savings by eliminating the need to purchase pricey, button-laden phones, according to Carter.
"CPI was indispensable throughout the entire process -- from its understanding of our objectives, to how we could best meet our goals within an aggressive timeline," Carter said. "The company gave us a clear plan, and the onsite training they did for our employees the week before going live proved critical to a smooth transition."
About Wheaton Worldwide Moving | Bekins Van Lines
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Wheaton Worldwide Moving | Bekins Van Lines
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