Appliance World

This case presented is a high-end appliance distributor operating from three locations on long island. The client has been in operation since 1992 and, as a family-owned business, served customers using their insight and experience. Customers have come to trust the brand and expect dependable service, which makes poor connectivity all the more of a problem. Their product ranges from basic to luxury, calling in high-end customers who expect them to maintain quality standards. The client offers its customers the option to see how their new appliances will look in their kitchen by having a showroom. Indeed, they can expect similar transparency from their service providers.

The Challenge

The electronics distribution giant had several grievances with its cloud solution. They were facing an unacceptable number of dropped calls. Moreover, their cloud solution did not integrate well with their existing software infrastructure leading to further issues. The billing application and the Customer Relationship Management tool were particularly troublesome, causing inconvenience to the store visitors besides losing them essential time. It was clear from the get-go that their solution was unreliable and matched poorly with their requirements.

The Solution

After due discussions, our team at Forerunner Technologies recommended the NEC solution along with our Netsuite+ integration, mutually coming up with a better solution than their existing one. NEC eliminated dropped calls altogether, while the Netsuite+ app integration was better optimized to their needs.

The Result

Netsuite+ gave them the performance they were looking for while improving their inbound call experience through the contact center app. The app gave them customer information beforehand to prepare them for the call and speed up the process. Through this integration, they could handle inbound calls faster and consequently improve their efficiency.