Fox Creek Leather needed a cost-effective, high-quality, and feature-rich alternative to a constrained traditional phone system and underperforming, in-house VoIP solution. Download this case study now to find out how VocalocityPBX, a hosted PBX office phone solution, delivered.
Case Study
FVocaolocityxPBX EnCables Srmaell Buseinessk to D elivLer Peersonaal, Restponhsive Ceustomrer Service.
CHALLENGE:Provide a cost-effective, high-quality, and feature-rich alternative to a constrained traditional phone system and under-performing, in-house VoIP solution. VALUE - COST SAVINGS:With VocalocityPBX, Foxcreek gained quality and SOLUTION: capabilities they needed in a phone service.VocalocityPBX, a hosted PBX office phone solution. TECHNOLOGY -TOP FEATURES FOR FOX CREEK: BENEFITS: . Direct dial numbersConnects customers to employees in the most expedient, customer-friendly way, . Scalability to support growthwith direct lines for callbacks, voice mail, . Individual voicemailand on-hold music CUSTOMER SUPPORT:Enables cost-effective business growth, "Customer service was excellent, with Vocalocity including both staff and call volume helping every step of the way from the evaluation increases, without any hassle or decreases process through configuration and implementation."in customer responsiveness Kevin Brooks.
Provides advanced features that improve employee productivity while enhancing the company's image with customers.
"VocalocityPBX helps us maintain a personal, one-on-one relationship with our customers regardless of call volume. It's a good value with magnificent features, especially compared to traditional phone systems." Kevin J. Brooks, Information Systems Technician, Fox Creek Leather CUSTOMER SERVICE IS THE of the technology without the hassle of purchasing and maintaining expensive equipment. After researching CORNERSTONE OF 25 YEARS OF SUCCESSFox Creek Leather is a small, family-run company several alternatives, he turned to Vocalocity for renowned for offering high-quality motorcycle its willingness to help the company evaluate the leathers at reasonable prices. Located in the heart VocalocityPBX hosted service using the existing of the Blue Ridge Mountains in Virginia, the company phones Fox Creek Leather had purchased for its in-prides itself not only on the excellent quality and house VoIP system. craftsmanship of its products, but on its one-on-one, personal relationships with its customer base. The evaluation was a success, with Fox Creek Leather signing up for the service and expanding their While the company's Web presence accounts for account soon after with more phones and extensions. the majority of its sales, approximately one-third of "Customer service was excellent, with Vocalocity its customers place orders by phone. The phone is helping every step of the way from the evaluation also an important communications vehicle for the process through configuration and implementation," company in general, as it provides a more personal said Brooks. touch to customer relations than e-mail. Fox Creek Leather's firm commitment to excellent customer VOCALOCITYPBX ENABLES A service seeks to ensure that customers reach a live HIGH LEVEL OF CUSTOMER SERVICE person on the phone rather than a recording. Fox Creek Leather has found the VocalocityPBX solution to be much easier to use, better structured, Unfortunately, the phone system the company had and more organized than a traditional phone been using was a standard system from the local system. And the advanced features, flexibility, and phone company with only four lines. This limited the performance of VocalocityPBX have enabled Fox Creek number of calls that could be made at any one time, Leather to further improve its trademark personal especially since one of the lines was dedicated to a and attentive customer service. Each employee now fax machine. Fox Creek Leather needed a new, more has a direct line, a separate extension, and voicemail, sophisticated system that could cost-effectively making it easier for customers to reach a specific enable the company to handle a greater call volume person. while ensuring a high-level of customer service. "Now, if a customer is working with an employee, they TURNING TO VOIP can call that person back directly on their extension When Fox Creek Leather originally made the without having to go through our customer service decision to use Voice over IP for its communications, department first," reports Brooks. "It supports our it decided to host the system in-house, purchasing superior customer service philosophy." phones and setting up an internal ... [download for more]
