Vonage Case Studies In-House Customer Service Transformation for Sure Petcare via Vonage Contact Center

Edit This Case Study Record

	In-House Customer Service Transformation for Sure Petcare via Vonage Contact Center Vonage

In-House Customer Service Transformation for Sure Petcare via Vonage Contact Center

Vonage

Technology Category	Application Infrastructure & Middleware - Data Exchange & Integration Networks & Connectivity - Gateways
Applicable Functions	Product Research & Development Sales & Marketing
Use Cases	Inventory Management Search & Rescue
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	Sure Petcare, a company dedicated to enhancing the lives of pets and their owners through technology, was facing a challenge with its customer service. Previously, all of Sure Petcare's customer service calls and emails were handled by an outsourced service. However, the company wanted to bring customer service in-house to improve the experience for pet owners who sought detailed advice about installing their products and any problems they might have with their pets using them. The goal was to set up an in-house operation using cloud technology to get the best features at the lowest costs. The company also wanted a solution that would make the most of Sure Petcare’s Salesforce implementation. Read More
About Customer	Sure Petcare is a company founded on the belief that applied technology can enhance the lives of pets and their owners. The company offers products like pet doors and smart food bowls that use micro-chipped access control. The company was launched in 2008 after three years of intensive research and development. Sure Petcare has won many pet industry awards and has sold hundreds of thousands of pet doors across the world. It has expanded into several markets around the world, including Europe, North America, and Australia. The products are sold online or through vets and pet stores. Read More
Solution	Sure Petcare decided to transition to Vonage Contact Center for Salesforce. This solution was based on cloud technology, which made it simple for Sure Petcare to manage their customer service without the need for expensive IT resources. The configuration of the call center was straightforward, including number set-up, routing calls, and ongoing management. The system also provided multilingual call routing, serving four different languages, which saved customers time and ensured effective communication. The integration with Salesforce drove efficiency, saving valuable time and effort for advisors. The system also provided a 'click-to-dial' feature for outbound calls, and a call recording system for skills and capability development for the advisors. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration

Networks & Connectivity - Gateways

Applicable Functions

Product Research & Development

Sales & Marketing

Use Cases

Inventory Management

Search & Rescue

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

Sure Petcare, a company dedicated to enhancing the lives of pets and their owners through technology, was facing a challenge with its customer service. Previously, all of Sure Petcare's customer service calls and emails were handled by an outsourced service. However, the company wanted to bring customer service in-house to improve the experience for pet owners who sought detailed advice about installing their products and any problems they might have with their pets using them. The goal was to set up an in-house operation using cloud technology to get the best features at the lowest costs. The company also wanted a solution that would make the most of Sure Petcare’s Salesforce implementation.

About Customer

Sure Petcare is a company founded on the belief that applied technology can enhance the lives of pets and their owners. The company offers products like pet doors and smart food bowls that use micro-chipped access control. The company was launched in 2008 after three years of intensive research and development. Sure Petcare has won many pet industry awards and has sold hundreds of thousands of pet doors across the world. It has expanded into several markets around the world, including Europe, North America, and Australia. The products are sold online or through vets and pet stores.

Solution

Sure Petcare decided to transition to Vonage Contact Center for Salesforce. This solution was based on cloud technology, which made it simple for Sure Petcare to manage their customer service without the need for expensive IT resources. The configuration of the call center was straightforward, including number set-up, routing calls, and ongoing management. The system also provided multilingual call routing, serving four different languages, which saved customers time and ensured effective communication. The integration with Salesforce drove efficiency, saving valuable time and effort for advisors. The system also provided a 'click-to-dial' feature for outbound calls, and a call recording system for skills and capability development for the advisors.

Impact #1	The transition to Vonage Contact Center for Salesforce was seamless and brought about significant operational improvements. The cloud-based system allowed for easy set-up without the need for expensive IT resources. The multilingual call routing ensured accurate routing of callers, improving customer satisfaction. The integration with Salesforce saved valuable time and effort for advisors, and the 'click-to-dial' feature made outbound calls easy. The call recording system enabled skills and capability development for the advisors. The system also provided full insight into customer queries, allowing better management and cost control. The cloud-based nature of the system also provided mobility, allowing advisors to work from anywhere, and served as in-built disaster recovery.

Impact #1

The transition to Vonage Contact Center for Salesforce was seamless and brought about significant operational improvements. The cloud-based system allowed for easy set-up without the need for expensive IT resources. The multilingual call routing ensured accurate routing of callers, improving customer satisfaction. The integration with Salesforce saved valuable time and effort for advisors, and the 'click-to-dial' feature made outbound calls easy. The call recording system enabled skills and capability development for the advisors. The system also provided full insight into customer queries, allowing better management and cost control. The cloud-based nature of the system also provided mobility, allowing advisors to work from anywhere, and served as in-built disaster recovery.

Benefit #1	Sure Petcare’s customer service team now takes 2,500 calls a month from various countries.
Benefit #2	The six advisors, based in Cambridge, provide service from 8am to 6pm Monday to Thursday, and 8 am to 5 pm on Friday.
Benefit #3	The Vonage Contact Center system handles nearly 30,000 calls received each year.

Benefit #1

Sure Petcare’s customer service team now takes 2,500 calls a month from various countries.

Benefit #2

The six advisors, based in Cambridge, provide service from 8am to 6pm Monday to Thursday, and 8 am to 5 pm on Friday.

Benefit #3

The Vonage Contact Center system handles nearly 30,000 calls received each year.

Download PDF Version

Overview

In-House Customer Service Transformation for Sure Petcare via Vonage Contact Center

Operational Impact

Quantitative Benefit