End-to-End Contact Center Transformation: From Vendor Selection to Implementation Support
BlueSky IT Partners helped a manufacturing and distribution company save over $2 million, improve customer service, and boost productivity
A leading manufacturing and distribution company with over 300 agents needed to replace aging phone systems and improve customer service. BlueSky IT Partners led the transition to a cloud-based contact center, resulting in enhanced customer satisfaction, reduced costs, and improved productivity.
Key Highlights:
- Saved $610,000 in PBX support costs and avoided $1.5M system upgrade.
- Reduced customer hold times by 5 minutes.
- Increased orders by 17% across business units.
- Dropped calls reduced to zero, with a 27% increase in agent productivity.
- Improved employee experience by 70%.
Challenge: The client, a large manufacturing and distribution company with multiple divisions, was facing significant technology challenges. Each division operated independently, and their aging phone systems were no longer supported by the manufacturer. The immediate issue was a critical need for a $1.5M upgrade to one of the systems, which supported their contact centers and telecom sites. However, the upgrade was solely for security reasons and offered no additional functionality. Additionally, customer service was suffering due to missed, dropped, or incorrectly routed calls, and there were no tools in place for tracking or managing agent performance. The company had over 300 agents, but lacked clear routing plans and comprehensive user data. They needed to move towards a Contact Center as a Service (CCaaS) solution to enhance customer service and operational efficiency.
Engagement: BlueSky IT Partners started with a clean slate to address the client’s technology gaps. Without detailed call flows or user data, we relied on our understanding of the client’s desired outcomes to design a solution. We issued a Request for Proposal (RFP) to the top five CCaaS providers in the industry. Presentations and demo calls were arranged between the vendors and the client. One vendor stood out due to their comprehensive features, professionalism, and ability to understand the client’s specific needs. A key differentiator was the vendor’s ability to provide workforce management solutions, a feature that became a priority for the client’s management team. While cost was a consideration, it was not the primary factor, as all vendors’ prices were within 5% of each other. A decision scorecard was developed to present to executive management, helping them make an informed decision.
Outcome:The client successfully transitioned to a cloud-based contact center solution, eliminating the need for the $1.5M PBX upgrade and saving $610,000 in support costs. As a result of the migration, customer hold times were reduced by 5 minutes, and business units saw a 17% increase in orders. The new system ensured calls were routed correctly, reducing dropped calls to zero, and agent productivity increased by 27%. Furthermore, employee experience improved by 70%, and the goals of automation and headcount reduction were achieved, ultimately enhancing overall customer satisfaction. BlueSky IT Partners played a pivotal role in transforming the client’s operations, offering strategic support and expertise that proved to be a game changer for their business.
