There are many circumstances that can adversely impact your contact center’s ability to provide the service you would usually deliver. From heavy snow, to extended power outages and health crises, every organization needs to consider how it would operate if its employees cannot get to their usual place of work.
RAM Tracking, a provider of GPS vehicle tracking systems for businesses in the UK and Canada, was able to maintain its commitment to outstanding customer service when it needed to transition employees from working in the office to their homes, in response to the COVID-19 pandemic.
With the contact center traditionally operating in an office environment, RAM Tracking’s business continuity plan required:
All 80 employees in the UK and Canada to be able to work from home with immediate effect
Data and customer records to be accessible remotely
A 360-degree view of the customer
Redirection of calls and ability to transfer between remote agents or redeploy to other departments as required
Call recordings to be handled and accessed remotely
With Vonage Contact Center’s true cloud environment, RAM Tracking was able to transition all 80 employees across two countries from working at the office to their homes. Using home computers or new laptops sourced by the business, employees could continue using the Vonage solution remotely, as all they need is an internet connection.
Inbound and outbound calls were effectively handled via a remote workforce, with only a minimal call time increase on inbound calls. The Vonage solution offers managers at RAM Tracking a real-time window into the entire operation, irrespective of their location, so employees can be easily managed, and customizable, rich reports allow the company to expose where any improvement opportunities exist. RAM Tracking also benefits from call recording, which gives a meaningful insight into performance and helps the company train and develop its employees. Recordings are stored in its Salesforce platform and can be securely accessed from any location.
RAM Tracking is using Vonage Contact Center to help transform its sales operations, increase conversion rates and improve business efficiencies, while delivering a better customer experience. The company was built on the principles of customer service excellence and technical innovation and has over 80,000 GPS vehicle tracking units on the road for more than 10,000 customers, making it a market leader in the industry.
RAM Tracking selected Vonage Contact Center for its integration with Salesforce, flexibility, scalability and detailed reporting, in order to improve efficiencies in its inbound and outbound calling operations and deliver sales and service excellence in line with the company’s objectives.
The company now makes over half a million outbound sales calls and takes in excess of 75,000 inbound service calls each year. Calls cover all aspects of RAM Tracking’s business, from service, to sales and accounts, with the Vonage solution offering insight into the entire operation. Since implementation of Vonage Contact Center, CSAT and NPS results are up to 70 percent and pipeline has increased by 47 percent.
Chris McClellan, CEO and Founder of RAM Tracking, said, “It’s vital for us to be able to deliver a continuous, effective service when the unexpected happens. Unplanned events can have a serious impact on a business’s operations, so continuity planning is crucial to ensure the contact center can run smoothly in all eventualities. Vonage Contact Center is now being used by employees at home as it would be in the office - we can transfer calls between remote agents, have a 360-degree view of the customer and all calls can be tracked, logged and recorded. Productivity is even higher with a remote workforce, without the distractions of the office!”
McClellan continues, “We also benefit from a complete view of all activity, whether in the UK or Canada. Seeing call data in real-time enables us to react as needed, whether that’s looking at which calls have been most effective or resolving any issues that might emerge. Without Vonage and Salesforce for our sales and customer service team, which is about 75 percent of our business, it would have been extremely difficult if not impossible to continue operating remotely. With our contact center running successfully, we can now focus on the handling of other on-site activities”.
Check out the RAM Tracking case study to find out more about the improvements the company has made since implementing Vonage.