Case Study

All-Connect Connects with Customers using TASKE Contact and Avaya MERLIN MAGIX

With its commitment to customer service, backed by professional staff and a state-of-the-art computerized dispatching system, All-Connect Logistical Services Inc. assures each of its clients that their products will be shipped on time, every time, anywhere in North America. It's a tall order, but the full-service transportation and logistical services provider has been delivering on its promises since inception in 1991 and smooth deliveries have been key to the company's success.

When All-Connect consolidated its trucking division with its distribution and logistical services in 2000, it needed a reliable telephone system to accommodate more users and detailed ACD reporting and monitoring capability. BrantTel Networks, an approved Avaya dealer in Burlington, ON, recommended and installed the Avaya MERLIN MAGIX telephone system and TASKE Contact software.

"The MERLIN MAGIX system allows us to effectively route calls and TASKE software gives us the information we need to adjust how we're routing them," says Ian Smith, President of All-Connect Logistical Services. "We are able to adjust extremely quickly to the different traffic flows."

Today, All-Connect maintains a 10-agent in-bound and outbound contact center at its Oakville, ON, headquarters. The contact center handles customer inquiries, tracks shipments and makes sure that all other company services are running efficiently.

All-Connect receives about 125 ACD calls per day, and agents place another 500 outgoing calls daily. To maintain its high standards of customer attention, All-Connect strives for 80 percent of calls answered in just 10 seconds. The TASKE Management Solutions advanced reporting and monitoring features ensure its stringent service level goals are being met.

"We were looking for the ability to create reports that could be analyzed to see where and when we experience high call volumes so we could react accordingly," says John Laub, All-Connect's Systems Administrator. "TASKE Contact has provided us with the ability to set a baseline for our telephone customer service and verify how we're responding to our clients. TASKE software gives us valuable data that we use to improve our responsiveness."

After installing Contact, Laub set up a large-screen computer monitor in the contact center to display real-time call-traffic data, through the TASKE ACD Monitor application. Agents can keep an eye on important ACD statistics, such as the number of idle agents, agents unavailable, number of agents on ACD calls and agents on non-ACD calls. Laub configured the ACD Monitor to display this information in easy-to-read, color-coded columns.

 

TASKE software allows us to be sure we're answering most of our calls in a timely fashion. This gives us tremendous peace of mind.

"The main one we asked the agents to be concerned about is the idle agents column," says Laub. "Before agents go on breaks, they can see if there are enough available agents to take calls. If it's a busy time or there aren't enough agents ready, they know they shouldn't take a break right then. We found this really helpful because the agents can monitor themselves and determine when to take a break."

In fact, All-Connect has improved its telephone service factor to 94.5 percent since installing TASKE and dramatically reduced abandoned calls. "We knew we weren't doing a bad job to begin with, but TASKE software allows us to be sure we're answering most of our calls in a timely fashion," says Laub. "This gives us tremendous peace of mind."

Laub credits the excellent training he received from TASKE as the reason All-Connect implemented their contact center management solution so quickly. As the company's chief information systems manager, Laub is responsible for ensuring important contact center performance data is readily available to All-Connect's decision makers. "The TASKE trainer covered the basics so I can administer the TASKE system efficiently, and if I have any questions I know who to call," he says.

Laub has come to expect and appreciate this commitment to customer service from the TASKE technical support group where expert assistance is only a telephone call away.

"The response time and resolution of technical issues is exceptional," Laub says. "I usually get a response immediately or a call back within 20 minutes."

As All-Connect continues to evolve with the changing transportation and logistical services industries, Laub can rest assured his software will adapt to any client service challenge the company may face. With their software under maintenance, All-Connect takes advantage of the latest industry-leading upgrades available from TASKE.

"I keep finding new ways to use the data generated by TASKE to improve customer service," says Laub. "We'll probably keep improving as a company as we implement new features in the future."

 

 

This document is provided to you for informational purposes only. The information is believed by TASKE Technology to be accurate as of the date of its publication, and is subject to change without notice. TASKE Technology assumes no responsibility for any errors or omissions in this document and shall have no obligation to you as a result of having made this document available to you or based upon the information it contains. Not all telephone systems support the full functionality of TASKE Call Management Solutions. Contact TASKE Technology Inc. for more information.