Case Study

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 Management Solutions is an instrumental part of the success of their customer interaction centre (CIC).

The company originally installed an Inter-Tel switch but did not have any accompanying call management software. According to Bob Smith, manager of the CIC, not knowing the number of abandoned calls and the average speed of answer (ASA) was difficult for DocuSource.

"The company was growing rapidly, and in terms of abandoned calls and ASA we suspected that we weren't doing as well as we should," Smith said. "We wanted to combine numerous functions and capabilities such as reporting and monitoring in order to be fully aware of, and improve our customer service."

Darren Lebel, sales representative from Inter-Tel dealer, Business Electronics, highly recommended TASKE Contact as the call management solution to best fit the needs of DocuSource. Smith and four agents field an average of 130 inbound calls a day. With that amount of call traffic, both Smith and Lebel knew the importance of a knowledge and management system to ensure customer satisfaction. The key element of the TASKE Management Solutions suite, TASKE Contact, has allowed them to do that and more.

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 focused on the four areas with the most customer contact." 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, DocuSource grouped all four departments under the CIC umbrella. "Today when a customer calls," says Smith, "they still get an automated attendant, but if the specialist they are calling is not available they automatically get the next available agent cross-trained and qualified to handle their request. CIC implementation would not have been possible without TASKE."

These operational changes have had a positive impact on DocuSource staffing as well. Smith is happy to point out that, "This change has not only drastically improved our level of service, it has held the line on our manpower requirements. Even with the growth we have had we have not had to add an additional dispatcher. In fact, when we implemented the CIC, we took a dispatcher and re-assigned her elsewhere in the company."

Smith says that shortly after DocuSource installed TASKE, they found out that both their abandoned call and ASA rates were too high. TASKE real-time monitoring allowed them to make their agents more aware of when they take breaks in order to avoid abandoned calls and achieve their service level goals.

 

We use TASKE religiously. Now... I won't ever go without it.

The monitoring feature of TASKE, claims Smith, is truly a highlight of the TASKE Contact application. "Seeing in real-time, on an easy-to-read screen the things that are happening on our phones, is the number one thing that helps us meet our service goals and achieve success with our customers." DocuSource has indeed achieved success with their customers, rating highly on all their customer surveys.

Smith also says that for tracking purposes, the Reports feature of TASKE Contact is exceptional for long term planning and performance analysis. TASKE has over 150 standard reports with templates that can be used repeatedly.

By making the most of the exceptional features from TASKE, DocuSource has more 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 start abandoning calls, especially during breaks or lunch periods. As a small company, we can't afford to lose customers any more than a large company, so we use TASKE religiously. With more control over call management and better overall customer service, now I won't ever go without it."

 

 

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.