GPS Industries - Manages Customer ServicesIntroduction
As part of a successful customer-service centric business model, GPS Industries (Sarasota, FL.; GPSi Holding, LLC) recognized the need to make connections between their global distributed sales and service personnel and their customers seamless and all-encompassing. This meant linking together people that span the globe for sales and customer support queries. Sixty voice connections in all, with twenty-seven in various field offices/users. Calls that are directed into the main office are distributed to the appropriate sales or service agents as required –Enter the VoIP solution; as with many organizations attempting to solve their internal needs – internally, GPSi sought out help from within and deployed a hosted business VoIP solution offered by the widely known hosted business communications platform.
Introduction
As part of a successful customer-service centric business model, GPS Industries (Sarasota, FL.; GPSi Holding, LLC) recognized the need to make connections between their global distributed sales and service personnel and their customers seamless and all-encompassing. This meant linking together people that span the globe for sales and customer support queries. Sixty voice connections in all, with twenty-seven in various field offices/users. Calls that are directed into the main office are distributed to the appropriate sales or service agents as required –Enter the VoIP solution; as with many organizations attempting to solve their internal needs – internally, GPSi sought out help from within and deployed a hosted business VoIP solution offered by the widely known hosted business communications platform.
The Need
Business at GPSi placed a higher demand on the hosted solution than the platform allowed and the solution was found to be less reliable than their business model demands. GPSi has a wide range of users and devices in use, the communications platform at GPSi must be capable of supporting all of these devices and allow flexibility in call handling whereby changes in conditions can be met comprehensively. GPSi needed the ability to change destinations and dynamically scale menu and ACD Grouping on the fly. GPSi wanted a solution that interfaced Salesforce(R) to pop client information when agents take calls enabling them to be prepared when the call was answered. In addition, the dynamic use of messages on hold and menus is highly desired so that changes to options and advertisements are easily implemented without service-provider provisioning or licensing fee concerns.
The Solution
GPSi saw the successes of the IPitomy IP PBX solution in use and implemented the on-site network-based platform to leverage their existing network while maintaining integrity of the platform as part of that network which they control. The unlimited, Groups (standard feature) are all instantly part of the ACD feature (when that single option is installed) giving GPSi confidence that regardless of the changing customer calling needs they will be able to meet those needs. They use the unlimited menus too to facilitate changes in processing calls. These solutions are enhanced with the use of IPitomy’s Music on Hold and Recorded Announcements. GPSi finds that the easy to use interface facilitates uploading music and message files any time they need it. Since IPitomy supports open-standards, support of the huge assortment of VoIP, SIP-ready devices is no problem and allows users to migrate from device to device without impact to their connectivity. The IPitomy solution is GPSi’s private Cloud PBX. It doesn’t matter where the users are; they simply take place and handle calls as though they are all in one location.
GPSi installed InGenius Connector licenses on extensions using SalesForce improving caller responses and gaining the edge they wre looking for in superior customer support.
GPSi installed InGenius Connector licenses on extensions using SalesForce improving caller responses and gaining the edge they wre looking for in superior customer support.
IPitomy’s programming interface easily accommodates changes as needed, making the IT staff able to handle transitions as they occur… from any web-accessible browser.
The Result
GPSi has realized the total VoIP solution on a stable platform that delivers the global business performance needed to conduct business in many geographically dispersed regions of the world in an efficient and customer-conscience manner. The IPitomy Cloud based PBX has met the needs of GPSi and saves GPSi money in reduced costs and reliable performance.
http://www.gpsindustries.com/
http://www.gpsindustries.com/