DO YOUR COMPANY’S DIFFERENT DEPARTMENTS HOLD SOME KNOWLEDGE THAT MAY BE USEFUL TO YOUR SALES OR SUPPORT TEAM?
This aerospace company knew it wanted to use the TernioSwitch for after hours sales and support, but they had some other ideas as well. The challenge they recognized was that each division in the company held the answer to specific questions or problems that customers were asking, but they weren’t sure how to tap into this until they learned about the TernioSwitch. Many of their workforce roamed throughout their facility and were rarely just in their office. The question they asked- was there a way of routing calls to individuals and teams who work all over the facility to immediately assist one of these high value customers?
Most companies use traditional call centers for their customer support or sales. For the most part, this works great. But, there are many applications were a mobile solution could add a depth of knowledge and an immediate response in supporting the customer experience and even assist in closing sales. This particular aircraft company is a perfect example of this. The first thing the company needed to do was to clearly segment each division of their company into their particular specialty. In this case the groups included sales teams, mechanics, engineers, legal, finance, etc. Then all of the teams downloaded the TernioSwitch app onto their own mobile phones, and simply logged in when they came to work. Once this was setup, the call center could easily conference in or transfer to the specific group or individual that was available where they could immediately address the issues, concerns, questions or sales inquiries directly with the customer- all of this occurring in seconds.
The implementation was a success.
“Our values of innovation and service rely on the technologies offered by our strategic partners (which you are now one of)”
- R. – V.P. Information Technology