Braun Installs New Call Management System with Eye Toward Greater Efficiency, Productivity
Braun Installs New Call Management System with Eye Toward Greater Efficiency, Productivity
Syracuse, NY - Braun has announced the installation of a new call management software system, allowing the company to establish new levels of customer service through its Service Support Help Desk.
TASKE Contact software was installed at Braun by ITS Internal Telecommunications System, Syracuse, to provide vital management information on call activity.
"Our goal is to improve customer response time, increase customer satisfaction and improve communication both internally and externally," said David Clark, Braun's vice president of after-market operations. "This is a resolution sytsem - a question and answer process solution."
While the new system will be seamless to customers contacting Braun’s Help Desk, it will enable Braun’s service support technicians to gather crucial data, including call history -- even before answering the call -- through an advanced caller ID system and live customer history database.
“Each of our support technicians has the ability to see the calls in process, those that are waiting, the history of calls throughout the day, which of our technicians is on the phone and which are available. We have the ability to track routed calls and see calls that may have been abandoned, so we can proactively contact the customer and follow up to make sure help is available,” Clark said.
One of the immediate benefits of the new system is the reduction in the number of calls routed into voice mail, resulting in improvements in response time, providing our customers with exceptional service Clark added.
Ultimately, the new system will allow the company to offer parts ordering on the same call, making the help desk a multi-tasking, one-stop shop. “This new system will help us improve productivity immensely, not to mention the endless opportunities to mine data,” Clark said.
Braun offers their customers access to Free 24/7 telephone technical support help desk for the life of the equipment. This extraordinary service gives Braun’s customers direct contact with a highly experienced team of factory trained service technicians and a level of comfort unmatched in the industry today.
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