Vonage
Case Studies
Vonage Enhances RAM Tracking's Inbound Sales and Service Excellence
Overview
Vonage Enhances RAM Tracking's Inbound Sales and Service ExcellenceVonage |
Platform as a Service (PaaS) - Application Development Platforms Sensors - GPS | |
Buildings Education | |
Facility Management Sales & Marketing | |
Vehicle Performance Monitoring Virtual Training | |
System Integration Training | |
Operational Impact
The implementation of Vonage Contact Center has brought about significant operational improvements for RAM Tracking. The system's call routing facility and screen pops have led to a huge leap in operational efficiency, with customers being answered by the right advisors. The intelligent IVR has reduced the volume of calls reaching the contact center, allowing advisors to focus on more complex customer issues. The system has also streamlined the training process, with managers able to listen to inbound calls and provide real-time feedback. This has reduced training times significantly, with new recruits speaking the company language by day three. Furthermore, the system has improved workforce management, with managers able to predict peak calling times and ensure adequate staffing. Finally, the system has proven invaluable in maintaining business continuity during the COVID-19 pandemic, enabling the company to transition all 80 employees across two countries to remote working. | |
Quantitative Benefit
Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results increased to 70% after the implementation of Vonage Contact Center. | |
Sales pipeline increased by 47%. | |
RAM Tracking now makes over half a million outbound sales calls annually. | |