Vonage Case Study
An auto service company with hundreds of locations nationwide was in need of an improved voice solution. Their existing contact center used POTS lines, therefore the resources of each individual retail location were not being optimized. As a result, some locations were at capacity while other nearby locations had vacancies.
Eddie and his Agent Partner wanted to offer a solution that utilized all resources of each location while providing an improved customer experience. Vonage’s hosted voice solution allows call volume to be routed through a contact center, focusing responsibilities towards personnel with the appropriate skill set. Appointment setting is no longer done by the mechanic. Phone lines no longer ring endlessly but instead hunt for the next nearest location to quickly assist customers. These improvements allow data to be captured at the time of conversion to help transform one-time customers to recurring visitors.
With an abundance of choices, the auto service company ultimately selected Vonage’s hosted voice offering because of their superior implementation and project management structure. Vonage has rolled out the installs with a dedicated resource on-site to monitor the process. There are 150 locations being upgraded and a total contract value of $675,000 over 36-months.