Needed cloud-based contact center for aging PBXs
BlueSky Modernizes Communication with Cloud-Based Contact Center
Facing outdated phone systems and poor customer service, a manufacturing and distribution client partnered with BlueSky IT Partners to implement a cloud-based contact center. BlueSky’s strategic approach led to improved call routing, increased agent productivity, and a significant boost in customer satisfaction.
Key Highlights:
- Enabled a 17% increase in orders by transitioning to a cloud-based CCaaS solution.
- Eliminated dropped calls, reducing customer hold times by 5 minutes.
- Boosted agent productivity by 27% and enhanced employee experience by 70%.
Challenge: This client has multiple divisions, each with their own P/L and technology challenges. The immediate issue was the multiple aging phone systems that were not supported by the manufacturer. They also needed to have better customer service and migrate to a CCaaS solution. Customers were experiencing missed, dropped or incorrect routed calls, and there were no reporting tools or metrics to manage agents. Furthermore, the business units did not know the current routing plans or user data, other than the seat count was over 300 agents.
Engagement: BlueSky took the approach that we’d start from scratch. Without call flows and user information, there can be challenges to creating the proper design, but we understood the desired client outcome. We created an RFP and distributed it to the top 5 industry CCaaS providers. We scheduled presentations and demo calls between the vendors and client. In this case, there was a clear winner because of their features, professionalism, and overall understanding of the client. For example, workforce management had not been explored. This vendor uncovered the need, and it became to be the top feature for the managers. Cost was not the deciding factor: the vendors were with 5 % of each other. We created a decision scorecard which was used to present to executive management.
Outcome: The client was able to successfully transition to the cloud and did not have to renew PBX support services with their current MSP. Their customers experienced a decrease in hold times of 5 minutes and the business units increased orders by 17%. Dropped calls decreased to zero because calls were routed to the proper agent. The agent’s overall productivity increased by 27% and the reported employee experience improved by 70%. BlueSky’s support and expertise was a game changer for their business.
