DocuSource "won't go without" their Source for Call Management - TASKE

Established in 1999, DocuSource is an award winning dealer for Sharp and Kyocera-Mita copiers and fax machines. Based out of Middletown, Connecticut, they were recently recognized at the National Kyocera-Mita Dealer conference as an Elite Dealer, the first dealer in the country to accomplish this prestigious honor in one year.

DocuSource started as a small company but quickly realized that if they were going to grow to become a successful dealer, customer service had to be a top priority. Now, with over 40 employees and $6 million in sales annually, TASKE Call Management Solutions is an instrumental part of the success of their customer interaction centre (CIC).

Upon implementing TASKE, DocuSource was able to create an entirely new department, the CIC and quickly improve their customer service for both pre and post sales. Smith says, "In the very competitive copier, fax, and printer market, we knew we had to do more than have the sharpest pencil if we wanted to be a premier dealer of office equipment. Service after the sale is critical so we looked at the four areas that have the most contact with the customer: Service Dispatch, Supply Sales, Contract Administration and Accounts Receivable." According to Smith, as separate entities, calls to these areas would often be sent to voice mail - needlessly delaying a customer's time sensitive request for information.

To correct this, with the help of TASKE software DocuSource was able to group all four departments under one umbrella, the CIC. "Today when a customer calls," says Smith, "they still get an automated attendant instructing them to press 2 for service etc., but if the specialist they are calling is not available they automatically get the next available agent that is cross-trained and qualified to handle their request. The implementation of the CIC would not have been possible without TASKE."

Technical support, reporting, and monitoring are just some of the exceptional features from TASKE that DocuSource has made the most of, in addition to gaining some assistance in operational control and stability. The impact made by TASKE, concludes Smith, was as quick as it will be long.

"It would be very easy to let our speed of answer get too long or even start abandoning calls, especially during breaks and lunch periods. As a small company, we can't afford to lose customers any more than a large company can, so we use TASKE religiously. It gives you more control over call management and better overall customer service. Now I won't ever go without it."