News : the green house Delivers Customer Service with Cloud Telephony
Environmental specialist, the green house, has enhanced its customer service through the deployment of an innovative telephony solution from cloud contact center vendor NewVoiceMedia.
The company’s 25 employees had been finding it difficult to handle its outbound and inbound calls each year, but wanted to maintain the customer service that clients expected. It decided to resolve this by implementing Salesforce CRM and integrating NewVoiceMedia’s ContactWorld for Service technology.
ContactWorld is an easy-to-use, true cloud solution which is providing a fast and personalised response and improved overall service and satisfaction levels, while reducing the company’s expenditure. The business now has full visibility of its entire contact centre operation through in-depth reporting, which offers the green house complete control over its customer experience.
Callers now benefit from optimised intelligent call routing, meaning that they are connected to the appropriate team member quicker than ever before. A screen pop then provides the call handler with the client’s details based on call history, IVR or CRM data, enabling them to deliver a well-informed, personalised service. The green house also benefits from call recording, which is essential for training staff on a variety of situations.
Robert Twiselton, Managing Director of the green house, comments, "ContactWorld was implemented quickly and smoothly, and we haven’t looked back since. The technology fairly distributes calls between staff, so clients don’t have to worry about being on hold or any calls going unanswered. Together with the more personalized service we are able to offer, our customer satisfaction has improved considerably".
Jonathan Gale, CEO of NewVoiceMedia, adds, "As a rapidly expanding business, the green house wanted flexible, scalable telephony with no system barriers to hinder that growth. The business is now benefiting from true cloud contact center solutions that enable them to deliver excellent service to clients every time they call, and on-demand expansion of services in line with growth".
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Published: Friday, November 8, 2013