Problem
A fortune 500 transportation company was experiencing numerous problems caused by the routing product used by its telephone carrier; this directly affected its customers and reflected poorly on its services. Zip code information provided by the carrier was very inconsistent and was rarely related correctly to phone information. Updates were virtually non existent, with branch numbers that had been changed many months before still getting calls. Information sent to the carrier took weeks, sometimes months before the updates were processed and implemented.
The result of this mess was that calls were routed to the wrong destinations and customer relationships were put in jeopardy. Abandoned call rates were rising to 30%-35% because the carrier’s switch was taking nearly 30 seconds to connect callers. Reporting was also unavailable from the carrier and company personnel had no access to any statistics in order to interpret the performance of their nationwide vanity number system.
Solution
SmartGEO® was the first and foremost reason why 800 ADEPT® was chosen to run and manage the company’s three toll-free numbers which were all converted to the patented SmartGEO® routing system. 800 ADEPT® implemented a solution that significantly decreased the previous abandoned call percentages and added value to the routing by introducing an efficient reporting system. Reports have been enhanced and expanded over time to include informative and detailed analysis available in a real-time online interface. 800 ADEPT’s account managers spent considerable time analyzing the reports to ensure that routing was running efficiently and branches were answering calls in a timely and effective manner.
800 ADEPT® created robust, dynamic tables which allows for continuous changes in territories and introduced 24-48 hour updates which can be increased to a real-time format for emergency situations. Updates were consistently made to ensure that telephone and location data was always current. 800 ADEPT® also developed a yearly turnkey project which provided
comprehensive surveys and physical paper maps for each territory Branch location and Regional Business levels. These maps and data were sent directly to each region and its field management for their internal use
Benefits
800 ADEPT’s routing system significantly decreased the abandoned call percentages. Current abandon, busy and no-answer rates (combined) run approximately 3%-4%, a large drop from the previous vendor’s 30-35% abandoned call rate. SmartGEO® also adds significant value to the company’s marketing and advertising efforts by collecting in-depth analysis of the company’s three 800 numbers. The new on-demand reporting tools enables the client to constantly evaluate efficiency, and focus on demographic & geographic strength and weaknesses. This information also pinpoints booming areas for expansion and new branch opportunities.
Through this seemingly simple implementation, the client is now able to evaluate where customers are calling from, what their purpose for calling is, and how long they are on the line. This type of data is presented to departmental managers in the form of comprehensive charts, detailed reports and eventually real-time CDR online data.
The largest improvement has been an increased level of customer service. Routing issues are no longer a threat (i.e. slow updates, incorrect routing, overlapping territories and a variety of other unnecessary but very costly problems). This success shows how simple solutions by 800 ADEPT® can be added to an existing cal-flow system to produce astronomical changes and unparalleled growth.
Testimonial
"We have used 800 ADEPT® for many years to help us with our call routing, management reporting with regards to call quality indicators and for helping us map and target local sales opportunities using 800 ADEPT’s mapping and geo-coding expertise. I have always found them to be cost affective and responsive to our needs. 800 ADEPT® has been great to work with."
... Marketing Manager, Marketing Sales Execution
