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Online Turf Business Finds Solid Ground With The New Cloud-Based Call Center

Online Turf Business Finds Solid Ground With The New Cloud-Based Call Center
December 29, 2016 / Broadsoft

Timothy runs an online business that provides sod, seed and related products to lawn and garden businesses. Though his customers enjoy the convenience of browsing online, he has found that many prefer to speak to a live representative when it comes to making a purchase and arranging delivery.  That’s especially true of his repeat customers, who expect a personalized level of service.

Timothy knew his phone system wasn’t keeping up with growing customer demand, particularly during peak seasons.  It was time for his firm to add call center tools that could help his team respond more professionally – reducing wait times and eliminating abandoned calls.

Timothy was reluctant to add an on-premises call center server that would require ongoing maintenance and updates.  He lacked an IT administrator and didn’t want to add further expense to his payroll.  Fortunately, though, his local service provider offered a compelling alternative.  Timothy could move the company’s voice communications to the cloud and add a “virtual” contact center as a service.  The service provider would take care of the underlying hardware and software so that Timothy’s team could concentrate on serving customers.

The new cloud-based contact center has transformed the support the business delivers to customers. Customer-facing employees simply log into a central online portal and are ready to take calls, even if they are working from home or another remote location. Prerecorded messages are used to route calls to the subject matter expert best able to handle them in order to reduce response times.  That means someone with a quick billing question doesn’t have to wait in the same call queue as customers placing an order or changing delivery preferences.  Repeat customers have noticed the difference and are giving the company high marks for improved service.

Here are the 3 hidden benefits of a cloud-based contact center. If your growing business is ready for its first call center, contact Evolve IP to discuss the advantages of a cloud-based solution.

Categories: Call Center

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    Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

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    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.

    Best!

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    Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

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    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

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    CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

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    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

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