The Vonage Contact Center Helps RAM Tracking Avoid Disruption in Customer Experience
London, UK April 16, 2020 -- Vonage (Nasdaq: VG), a global business cloud communications provider, announced that RAM Tracking has maintained its commitment to customer service with the Vonage Contact Center by transitioning employees from working in the office to their homes in response to the COVID-19 pandemic.
RAM Tracking, a provider of GPS vehicle tracking systems, chose the Vonage Contact Center to help transform its sales operations, increase conversion rates and improve business efficiencies, while delivering a better customer experience.
With the Vonage Contact Center, RAM Tracking was able to transition all employees from working at the office to their homes overnight. Using home computers or new laptops sourced by RAM Tracking, employees were able to continue using the Vonage solution and serve customers remotely seamlessly.
Chris McClellan, CEO and Founder of RAM Tracking, said, "It’s vital for us to be able to deliver a continuous, effective service when the unexpected happens. Unplanned events can have a serious impact on a business’s operations, so continuity planning is crucial to ensure the contact centre can run smoothly in all eventualities. The Vonage Contact Center is now being used by employees at home as effectively as it would be in the office - RAM Tracking has a 360-degree view of the customer, can transfer calls between remote agents, track, log and record all calls. We’re finding that productivity is even higher with a remote workforce, without the distractions of the office."
McClellan continues, "Without Vonage for our sales and customer service team, which is about 75 percent of our business, it would have been extremely difficult if not impossible to continue operating remotely. With our contact centre running successfully, we can now focus on the handling of other on-site activities."
"Contact centres play a key role in supporting customers as they are often the first line of defence. And in uncertain times, it’s vital for businesses to stay connected with customers without disruption," said Rodolpho Cardenuto, President, Vonage Applications Group. "We’re pleased that the Vonage Contact Center can enable organisations like RAM Tracking to easily operate remotely while delivering the best possible customer experience."
McClellan adds, "RAM Tracking also benefits from a complete view of all activity, whether in the UK or Canada. Seeing call data in real-time enables us to react as needed, whether that’s looking at which calls have been most effective or resolving any issues that might emerge."
Posted by Veronica Silva Cusi, news correspondent
Date Posted: Friday, April 17, 2020
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