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About

Texecom is a global provider of electronic security products and services that protect millions of people and properties around the world. Texecom is leading the way with digital and cloud-based solutions, adding value and providing interoperability with wider security and building management systems – offering increasingly connected, intelligent and dynamic solutions to meet the world’s future security challenges. 

Challenge

Texecom selected Salesforce™ as their preferred CRM platform, and they needed a phone system that integrated and had a proven successful track record of working within Salesforce. They wanted to move away from spreadsheets and have the ability to generate reports in real-time that would give them visibility on all call data. Texecom was looking for a flexible system that they could adapt to their business needs and that would enable them to provide their customers with a much better experience, as they were getting 2-3 customer complaints a day. 

Solution

Natterbox’s global business phone system was the best solution for Texecom. It’s fully embedded and managed within Salesforce, storing all call data within the system. This provided Texecom with a suite of dynamic management reports and total visibility of their contact centre enabling them to make business decisions based on accurate data. With Natterbox being 100% embedded in Salesforce, Texecom was able to save 15 hours a month in reporting time alone. Natterbox Wallboards helped the Texecom team become more efficient. They are visible not only to management but to the contact centre teams as well, enabling them to assess performance and drive the right work behaviours.

Results

Texecom now has a 360-degree view of their customer calls. They are now able to identify and resolve issues in their contact centre based on data, which resulted in the reduction in call waiting time from up to an hour to 3 minutes. With Natterbox they are able to implement call back options quickly, with the flexibility to change the timings as they see fit, and without the customer losing their place in the queue. This led to a 35% decrease in call abandonment. After the implementation of Natterbox, Texecom has significantly reduced customer complaints, regarding waiting times, from 2-3 a day down to just 1 in the last 12 months.