Consonus realized that one of their most significant lost opportunities to improve customer experience was their Contact Center. They had no organized way of receiving calls or emails, or an efficient, timely, and consistent method of providing support to their facilities. To make matters worse, insight into these issues could not be data-driven because they had no data! The situation left them unable to find opportunities for improvement, or to make timely business decisions.
Unfortunately, their “solution” (a new Microsoft Dynamics CRM) did not solve their issues. Consonus was left with a voice system that provided few additional features beyond the previous setup. Calls were routed with slightly more finesse, but in the end, they were in the same spot
Baseline assessment of the current state of the Contact Center operation, including in-depth needs discussions, a system evaluation, and extensive staff interviews.
Stepping up Consonus’ Contact Center operation to best practice standards. Call flow was redesigned to provide improved customer experience while streamlining processes and creating staff efficiencies.
Training Contact Center staff on creating meaningful reports, and how to read and interpret them. Some would say that this was the most crucial step in the improvements Inflow implemented. Inflow’s high standards in training proved to be a major asset for Consonus.
“We learned so much from the recordings and metrics. We got data and context on individual conversations. This gave our sales and marketing teams valuable intelligence on opportunities with current and new customers. Our Contact Center is now more than just a service, it’s a strategic asset.”
John Baker, Consonus Technical Director
Consonus was more than pleased that Inflow was able to integrate their Microsoft Dynamics CRM system with their Contact Center. This provided agents with client record “screen pops” so agents could quickly see, assist with, and annotate activity during a customer call. This improved response times, agent efficiency and morale, and ultimately paved the way for a customized, premium experience for Consonus’ clients.
Now that Consonus has taken their initial steps in elevating their Contact Center operation to best practices, they are thrilled to get a glimpse of what’s to come. Up next for Consonus and Inflow is an in-depth exploration into ways they can implement advanced features like web chat and email integration, routing based on customized staff skills and call priority, and a deeper utilization of their customer data stores in order to maximize personalized treatment and call routing options.
With ongoing expansions, SagaCity needed a system that could grow alongside the company.
Review SagaCity’s business model and growth plans
Evaluate appropriate technology solutions
Evaluate and implement appropriate technology solutions
“I wanted a local vendor that I could bring in to senior management to show us the system. Inflow Communications has been very professional, friendly and responsive. I offer to compare ShoreTel to any other system – for the price and the feature set that you get, you can’t beat a ShoreTel.” – SagaCity Media
With ShoreTel unified communications system, SagaCity now have the following:
Site-to-site telephony and mobile integration allowing staff to communicate easily between all offices
A flexible system that made installation simple and convenient
IP phones and desktop software integrations with Microsoft Outlook™ providing an easy-to-understand user experience
Real-time information, giving clients and employees the ability to communicate easily from any location
Skyline Hospital was saddled with a hosted business phone system that was unreliable and was losing phone service several times a week. For a hospital that provided crucial access to both emergency and appointment services, this unreliable system meant lives were at stake if the IP phone system were to fail.
Inflow deployed an on premise, fully redundant ShoreTel unified communications system that integrated seamlessly with Skyline’s existing third party Polycomm handsets
The SIP (Session initiation Protocol) trunking service allowed the hospital to protect their patients and themselves with “fail-over” phone lines that directed to an inexpensive alternate Charter Internet connection in the case that their primary connection should fail.
“I highly recommend Inflow Communications! They were able to assess our current situation and recommend a ShoreTel solution that improved our communications and saved us a substantial amount of money every month.” – Steve Opbroek, IT Director | Skyline Hospital
Three weeks after the installation, the main T1 provider in the area suffered an outage that left all customers in the area without service. Fortunately, the new unified communications system…
Automatically reconnected phones via the Charter Internet connection, resulting in zero interruption in normal phone service
Skyline was the only facility in the area with operational service
The new system resulted in savings of over $10,000 in its first year
With rapid growth, the company’s communication system was unable to keep up with an expanding global presence. Their needs included:
A system that offered reliable operation and could connect seamlessly with the company’s CRM system.
Mobile smart device integration to help support Fluidigm employees who were increasingly performing work function while on the go.
Be budget friendly as the company was (at the time) not public; costs had to be kept at a minimum
Following Inflow’s Signature 3 Point Communications Analysis, we were able to provide the support Fluidigm needed by leveraging a single system ShoreTel unified communications platform – this system offered:
Modular, fully redundant architecture that easily scaled to hundreds of locations and up to 20,000 endpoints on a single system
Management of the vast system could be handled with a simple web-based administrative interface from anywhere in the world
The new system could be rolled out in stages across all offices in San Francisco and Singapore
Created new opportunities to better serve customers and keep track of their transactions
MPLS bandwidth to Singapore increased 5x
A system that can be scaled to hundreds of locations and up to 20,000 handsets
Seamless mobile integration and “find me/follow me” capabilities for immediate contact with key personnel and improved customer service and organizational efficiency