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REMAX |
NAI Welsh |
National Money Service |
Millennia Mortgage
Consumer Credit Counseling |
BVI Recognition |
Sigma Systems
Southland Trade |
ValueVoyager.com |
Diversified Services
RE/MAX Real Estate Affiliate
Problem
The old proprietary phone system was stifling growth, losing
off-hours calls and limiting voice mail capability. The
phone system did not have any advanced routing options or an
extensive voice-mail menu; many important calls were lost.
Doug Burger & Associates could not provide any information
or messages to inbound callers as they waited on hold.
Solution
Doug Burger & Associates at RE/MAX Four Seasons implemented
Artisoft’s TeleVantage, a software-based phone system.
TeleVantage allowed the company to set up multiple ACD
queues and an off-hours auto attendant to ensure that all
incoming calls were answered appropriately. TeleVantage
allowed testimonials from satisfied clients to play for new
customers waiting on hold.
Results
Doug Burger & Associates at RE/MAX Four Seasons achieved
phenomenal sales growth due to calls received and responded
to during non-business hours. TeleVantage consolidated the
need for multiple numbers; now customers use one convenient
number to keep in touch
with the RE/MAX team. Doug Burger & Associates is now ranked
among the top
RE/MAX teams in the country.
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1.55mb Adobe Acrobat Document
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NAI Welsh
Problem
NAI Welsh sought a reliable phone system to improve customer
responsiveness, conference clients around the globe, and
support a diverse and mobile workforce.
Solution
Artisoft TeleVantage provided the right combination of
sophisticated features, including “follow-me” call
forwarding, conferencing, and call prioritization, and open
architecture to enable integration with contact databases.
Results
“Telephone tag” is a thing of the past; calls follow agents
to building sites, property tours and home locations. Agents
have reached superior levels of productivity by
pre-determining how they would like various calls handled.
TeleVantage helps ensure high-quality job performance,
enabling agents to cross-sell and up-sell in record time.
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1.56mb Adobe Acrobat Document
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National Money
Services
Problem
National Money Service’s existing phone system could not
support the rapid increase in incoming calls or employee
headcount. Potential customers were on hold too long, and
many calls were abandoned. Changes to the phone system were
administered by a third-party vendor. Phone system
administration was not performed in a timely manner and was
very expensive.
Solution
National Money Service implemented Artisoft’s software-based
phone system,
TeleVantage. Call center managers set up additional incoming
call queues with TeleVantage. TeleVantage enabled in-house
administration with the Administrator Client.
Results
Average hold time was reduced by more than 75%. Management
was able to set performance goals for customer service
representatives and reward top performers. Management was
able to redeploy two employees to focus more on revenue
generating activities.
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619kb Adobe Acrobat Document
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Millennia Mortgage
Problem
Millennia Mortgage could not answer calls quickly enough and
had a large number of abandoned calls. The company could not
track incoming calls to specific business units or incoming
calls in response to marketing campaigns. The company had an
outdated phone system that could not scale with employee
growth or accommodate new technology.
Solution
Millennia chose Artisoft’s TeleVantage, a software based
phone system. TeleVantage’s reporting software enabled the
company to quickly identify call patterns and trace calls to
specific marketing campaigns. TeleVantage’s open systems
architecture enabled inhouse administration, which made
adding new
employees easy.
Results
The software helped call center managers reduce abandoned
calls by 40 percent in one week. The company was able to
determine the most effective marketing campaigns and
allocate specific funds for use by each revenue center.
Millennia Mortgage is able to fully leverage their existing
technology and provide automated account access to
customers.
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70kb Adobe Acrobat Document
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Consumer Credit
Counseling Service
Problem
The former proprietary phone system was stifling growth
because it was too costly to add new users and provide
necessary functionality. On weekends, emergency credit
counseling calls could only be forwarded one at a time to
the off hours call center. Many calls were lost.
The former phone system could not provide any call
statistics. Therefore, it was very difficult to project
staffing needs and measure call center productivity.
Solution
Consumer Credit Counseling Services implemented Artisoft’s
TeleVantage, a software-based phone system. TeleVantage
allowed the company to set up multiple ACD queues to ensure
that all incoming calls were answered or forwarded
appropriately during off-hours. TeleVantage’s call center
reporting software enabled CCCS to identify call patterns
and track the productivity of individual customer service
representatives.
Results
The use of industry-standard equipment with TeleVantage
saved the company approximately
$11,000. Customer service representatives’ training time was
reduced 50% by setting up first-time caller queues.
TeleVantage’s Call Monitor provided a significant increase
in employee productivity.
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67kb Adobe Acrobat Document
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BVI Recognition
Problem
As telephone power users, BVI Recognition needed a new phone
system that would grow with their rapidly expanding
business. The system also needed to be portable to
accommodate their planned move to a new corporate
headquarters. They needed a system that would dramatically
improve customer service and handle customer
inquiries with ease. The new system had to be easy to use,
help streamline their order-filling and service processes,
and help employees work more efficiently.
Solution
BVI selected Artisoft’s TeleVantage — a software based phone
system — to help them present a professional image, increase
staff productivity and enhance customer service.
Results
TeleVantage continues to help BVI Recognition grow, and
plays a major role in their plans for the future.
TeleVantage has helped BVI Recognition to ensure world-class
customer service and support, with callers reaching the most
appropriate agent every time. With TeleVantage, BVI
Recognition is saving time and money while increasing
employee productivity. The staff can quickly and easily
respond to each customer and provide VIP customers with
special service. With TeleVantage, BVI Recognition is
assured that their business phone system will grow as their
business expands — while enhancing their professionalism and
continually attracting new customers.
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130kb Adobe Acrobat Document
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Sigma Systems
Problem
Sigma Systems needed to purchase a scalable and reliable
phone system quickly for their new corporate headquarters.
The new system had to be flexible and customizable to meet
the needs of diverse customers and product lines. It had to
be able to scale to keep pace with a rapidly growing
business — and it had to allow Sigma Systems to create a
small
business call center without expensive add-on equipment. It
had to be cost efficient and yield continuing benefits over
time.
Solution
Sigma Systems chose Artisoft’s TeleVantage, a new
software-based phone system. TeleVantage offered
unprecedented flexibility and scalability.
Results
TeleVantage was installed in only a few hours on the weekend
before the new headquarters opened. The phones were up and
running the first thing Monday morning. Sigma Systems was
able to implement a small business call center to provide
outstanding customer service without extra cost. The call
completion rate rose nearly 50%. Sigma Systems saved money —
over $80,000 annually — and increased employee productivity.
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393kb Adobe Acrobat Document
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Southland Trade
Problem
Southland Trade needed a new phone system that would put
them in control of their internal
and external communications. They needed to improve
productivity, workflow and customer service. The new system
had to overcome the limitations of their former proprietary
system.
Solution
With TeleVantage, they now had the tools to meet a wide
range of needs quickly and easily.
Results
Staff and managers enjoy increased productivity, efficiency
and safety. Customer service and satisfaction have
increased, along with increased profitability for the
company.
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699kb Adobe Acrobat
Document
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ValueVoyager.com
Problem
ValueVoyager.com needed powerful and customizable
communications technology for their productivity-driven
business. They needed seamless communication between caller
and agent, and the ability to document customer inquiries,
data and preferences. They needed to make sure that all
calls were handled quickly, accurately and efficiently.
Solution
TeleVantage gave ValueVoyager.com the versatility,
customization and ease of use to manage their busy travel
business.
Results
Agents can easily retrieve customer histories, speeding up
transactions and delighting customers with the level of
service. Increases in efficiency have brought dramatic
increases in business. ValueVoyager feels they are breaking
new ground in the travel industry, easily outdistancing the
competition.
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141kb Adobe Acrobat
Document
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Diversified Services
Problem
Diversified Services needed to keep up with a heavy call
volume, while remaining responsive to urgent calls. They
needed to be able to get calls and messages to the right
therapist quickly. Staff and patients needed to be sure that
emergency calls would always get immediate assistance.
Solution
TeleVantage gave Diversified the efficient call handling,
follow-me call forwarding and personalized service to meet
the critical demands of a health-care agency.
Results
Off-site staff can now receive and manage their calls
easily. Emergency calls are immediately routed and answered,
including after-hours and on weekends. Diversified enjoys
improved efficiency, easy system administration, and the
security of knowing that callers are getting the fast and
personalized service they deserve.
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70kb Adobe Acrobat Document
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