Cisco Case Studies Dorhouse Improves Sales and Customer Service With Cloud Unified Communications and Call Center Solution by TeamEis, Powered by BroadSoft

	Dorhouse Improves Sales and Customer Service With Cloud Unified Communications and Call Center Solution by TeamEis, Powered by BroadSoft Cisco

Dorhouse Improves Sales and Customer Service With Cloud Unified Communications and Call Center Solution by TeamEis, Powered by BroadSoft

Cisco

Technology Category	Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Services	Cloud Planning, Design & Implementation Services
Challenge	Dorhouse, a retail provider of rental coffee machines and capsules across Italy, was facing challenges in managing its growing salesforce. The company was struggling to find the right people at the right time and follow up on lost calls and customer conversations. This resulted in lost sales and unhappy customers. Dorhouse also lacked the ability to measure customer service, such as being able to monitor calls and evaluate how employees were handling those calls to improve performance. To support business growth and improve customer satisfaction, they needed a solution that would allow customers to simply and quickly reach employees regardless of their location - whether in an office or on the road. Read More
About Customer	Dorhouse is a retail provider of rental coffee machines and capsules across Italy. For over 10 years, Dorhouse has been the number one capsule coffee specialist: providing its rental coffee machine the Nautilus, and CoffeeForYou, an innovative approach to providing customers coffee capsules for its many other machines. Located in Campogalliano near Modena, Dorhouse has approximately 80 employees and 15 retail outlets serving its customers. The company relies on delivering speed and great customer service to its customers. Read More
Solution	Dorhouse approached TeamEis who proposed the Dema UC solution powered by BroadSoft. Dema UC is a suite of communications applications in the cloud that transform the way people work, by making it more efficient for them to communicate and collaborate. Key features include HD audio and video calling, viewing presence availability, instant messaging, virtual meeting rooms, and other cloud telephony features such as one number service, call forwarding, and auto-attendant. Dema UC includes built-in call centre capabilities such as call distribution, monitoring, reporting, and easy access to colleagues from within the same window in real-time during customer calls. The app can be downloaded and used on PC, tablet and smartphone. Not only does Dema UC solve the two key problems for Dorhouse, enabling customers to easily reach employees regardless of location, and providing the ability to monitor calls and performance, it empowers Dorhouse with state-of-the-art unified communication and collaboration capabilities that enables their employees to work more productively together from anywhere and any device. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Services

Cloud Planning, Design & Implementation Services

Challenge

Dorhouse, a retail provider of rental coffee machines and capsules across Italy, was facing challenges in managing its growing salesforce. The company was struggling to find the right people at the right time and follow up on lost calls and customer conversations. This resulted in lost sales and unhappy customers. Dorhouse also lacked the ability to measure customer service, such as being able to monitor calls and evaluate how employees were handling those calls to improve performance. To support business growth and improve customer satisfaction, they needed a solution that would allow customers to simply and quickly reach employees regardless of their location - whether in an office or on the road.

About Customer

Dorhouse is a retail provider of rental coffee machines and capsules across Italy. For over 10 years, Dorhouse has been the number one capsule coffee specialist: providing its rental coffee machine the Nautilus, and CoffeeForYou, an innovative approach to providing customers coffee capsules for its many other machines. Located in Campogalliano near Modena, Dorhouse has approximately 80 employees and 15 retail outlets serving its customers. The company relies on delivering speed and great customer service to its customers.

Solution

Dorhouse approached TeamEis who proposed the Dema UC solution powered by BroadSoft. Dema UC is a suite of communications applications in the cloud that transform the way people work, by making it more efficient for them to communicate and collaborate. Key features include HD audio and video calling, viewing presence availability, instant messaging, virtual meeting rooms, and other cloud telephony features such as one number service, call forwarding, and auto-attendant. Dema UC includes built-in call centre capabilities such as call distribution, monitoring, reporting, and easy access to colleagues from within the same window in real-time during customer calls. The app can be downloaded and used on PC, tablet and smartphone. Not only does Dema UC solve the two key problems for Dorhouse, enabling customers to easily reach employees regardless of location, and providing the ability to monitor calls and performance, it empowers Dorhouse with state-of-the-art unified communication and collaboration capabilities that enables their employees to work more productively together from anywhere and any device.

Impact #1	Quickly access key business metrics: Managing, measuring and monitoring calls is quick and easy, with pre-built and customizable reporting dashboards. Key metrics analysis brings a clear view of how well Dorhouse are serving their customers and where improvements need to be made.
Impact #2	Improve collaboration and call flow: The Dema UC solution allows call center agents to use an intuitive web interface to handle incoming calls with just a click, and gives them quick access to experts who can answer questions on the spot during a customer call.
Impact #3	A more efficient business: The Dema UC solution has made it possible to organize agents more efficiently, paying close attention to established KPIs, such as abandoned calls or missed calls, and analyzing peak traffic patterns to ensure proper staffing is in place at all times.

Impact #1

Quickly access key business metrics: Managing, measuring and monitoring calls is quick and easy, with pre-built and customizable reporting dashboards. Key metrics analysis brings a clear view of how well Dorhouse are serving their customers and where improvements need to be made.

Impact #2

Improve collaboration and call flow: The Dema UC solution allows call center agents to use an intuitive web interface to handle incoming calls with just a click, and gives them quick access to experts who can answer questions on the spot during a customer call.

Impact #3

A more efficient business: The Dema UC solution has made it possible to organize agents more efficiently, paying close attention to established KPIs, such as abandoned calls or missed calls, and analyzing peak traffic patterns to ensure proper staffing is in place at all times.

Benefit #1	95% customer call answer rate within 10 seconds
Benefit #2	Improvement in sales conversion rates

Benefit #1

95% customer call answer rate within 10 seconds

Benefit #2

Improvement in sales conversion rates

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Overview

Dorhouse Improves Sales and Customer Service With Cloud Unified Communications and Call Center Solution by TeamEis, Powered by BroadSoft

Operational Impact

Quantitative Benefit