Location: North America

• Seattle Sounders FC

  

  Seattle Sounders FC runs a lean operation, with a dedicated team that is often stretched during high-pressure periods such as season ticket renewals. The service team, responsible for delivering exceptional fan experiences, faced challenges in maintaining consistent service quality across a high volume of interactions.

• DiamondBack Covers

  

  DiamondBack Covers faced several key challenges in their customer support process: communication delays, frustration with photo/email process, risk of unnecessary returns, time-consuming troubleshooting

• Optima Dermatology

  

  Optima Dermatology faced significant challenges with their existing contact center system from their previous provider. While functional, the system wasn’t tailored to the specific needs of a healthcare provider. Key issues included: inefficient call routing, limited integration capabilities, lack of flexibility.

• Skedaddle Humane Wildlife Control

  

  Skedaddle faced significant challenges in managing and tracking calls from multiple service lines, including wildlife control, pest control, and professional holiday decorating. They had to handle over 100 numbers, with some being used specifically for pay-per-click tracking. Their previous system, Dialpad, lacked the detailed reporting needed to track the source of each call accurately. This…

• George P. Johnson

  

  GPJ’s previous phone system was not growing in conjunction with their business needs, and they had several items not functioning in a manner that was supporting their business model. Generating reports was extremely difficult and time-consuming, which used to take up to 10-20 hours a week.

• LadyBoss

  

  LadyBoss is a fast growing business, and they needed a solution that would meet their business needs. At the start of their journey they were highly reliant on emails, and then moved to implementing a phone system to meet customer requests and increased demands. However, as their business scaled, their previous provider was not able…

• Delphi Technologies

  

  Delphi needed a solution to manage approximately 4,000 monthly customer service calls for both customer inquiries and technical support. Their previous phone system lacked integration with Salesforce™ and this meant that in order to generate reports, the team had to extract data and then import it into their CRM. This led to data being limited,…