ChallengeWebPT was having issues with its existing telephony technology. Its call routing structure resulted in long customer wait-times, and managers were unable to monitor how members of the sales and service teams were performing. They needed real-time data.
SolutionVonage Contact Center for Salesforce
ResultsAmong other benefits, after deploying Vonage Contact Center technology, WebPT experienced More member-centric customer journey: Better use of customer data allowing a more personalized service; Improved efficiency enabling 126,000 calls to be handled in 2017 and Improved management reporting and visibility..
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WebPT went through an extensive search and selection process before selecting the Vonage Contact Center platform. The decision drivers for WebPT were the Vonage cloud architecture and its deep integration with Salesforce. As WebPT offers SaaS-based products, the Vonage cloud infrastructure was a perfect match.
Stacey Kulm, Director of Member Care says “Our decision to move from Shoretel to Vonage has given us necessary information to be efficient as a company. I firmly believe we would not have grown to where we are now without making the changes we did in our telephony system. As a company, we need an easy-to-use call routing mechanism that can be changed on the fly by a variety of users. Real-time data and dashboards are integral to hitting metrics. Vonage has given us that and then some”.
As a result, in 2017, WebPT has handled 126,000 calls with a team of 15 managers.
Easy to make changes
Vonage Contact Center has empowered WebPT to make system architectural changes without the need to consult an IT department or the Vonage support team. For example, the system has been able to provide priority routing for some customers as well as extend opening hours based on customer data in Salesforce. Additionally, when a specialist team was experiencing increased demand in April 2017, Jessica was able to re-route 788 calls to a direct extension at short notice.
Improved visibility and efficiency
Vonage provides WebPT with real-time data on call center performance including number of calls, length of calls and agent usability. Jessica comments, “It allows us to sustain a really low wait time [now less than three minutes] and has significantly decreased our abandon rate.”
In addition, Vonage has enabled WebPT to use data more effectively in its operation. “We realized clean data is not just a nice-to-have, but essential to allow us to maximize the potential of the system,” Jessica says. “Technology has provided us with deeper insights, simplifying the day-to-day management of the team’s schedule and administrative tasks so reps can spend more time on the phone.”
The Vonage platform automatic activity logging has ensured total visibility over the sales team’s performance and productivity through a dashboard. Reporting has been dramatically simplified as all data is integrated within Salesforce.
Better customer experience
Implementing Vonage has helped WebPT provide a better customer experience for a range of reasons. The ability to perform quality assurance (QA) before Vonage Contact Center was nearly impossible. The supervisor had to monitor the call live in order to do QA. Since implementing Vonage, WebPT can now complete random QA checks and listen to any specific call. Jessica says, “This has been a fantastic resource for assisting our members and a huge win for our Support department. Managers can now review calls and work closely with their teams to develop improved techniques.”
The final outcome of using Vonage Contact Center for Salesforce
- More member-centric customer journey
- Better use of customer data allowing a more personalized service
- Improved efficiency enabling 126,000 calls to be handled in 2017
- Improved management reporting and visibility
- Increased conversion rates supporting the growth in member numbers
- Higher productivity across the sales floor
- Improvement in first contact resolution
- Average handling time down by 20%
- Call abandonment rate down from over 20% to less than 5%
- Customer satisfaction up, customer effort down
“Our decision to move from Shoretel to Vonage has given us necessary information to be efficient as a company. I firmly believe we would not have grown to where we are now without making the changes we did in our telephony system. As a company, we need an easy-to-use call routing mechanism that can be changed on the fly by a variety of users. Real-time data and dashboards are integral to hitting metrics. Vonage has given us that and then some”
Stacey Kulm, Director of Member Care, WebPT