Technology Case Study

Using Technology to Help a Tech Firm

INDUSTRY Technology
CALL SERVICE 8-6 Answering Service, Routing to Mobile
High tech picture for case study for technology industry

SITUATION: When a local Red Bank technology solution firm started offering cloud computing and electronic medical records they could not handle the number of calls coming into the office.

RECOMMENDATION: The Red Bank Call Center looked into the number of calls the technology firm was receiving and evaluated the logistics of key team members in the field. The solution was to offer an 8am to 6pm call service with options for auto routing to mobile phones in the field. An after business hours plan was added later when it became apparent that many business owners were looking for technology solution providers after the work day ends.

RESULT: Without having to add any additional staff, the call service and the phone technology utilized were able to efficiently handle the increased call load. The staff of the Red Bank Call Center was able to manage the caller's FAQs which resulted in an increase in the closing of new contracts.

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