Show Dog StoreThe Challenge
Show Dog Store has an decentralized configuration—one that's becoming more common. Their customer service reps are located in home offices spread across the country. It was crucial for Show Dog Store to present a unified, professional, storefront appearance to incoming callers. President Larry Bowe explains, "We were expanding so we needed more phones and a feature that allowed customers to be transferred to our service reps even though we're spread across the country. Before, we had a live receptionist who would give callers our cell phone numbers and have them call us directly. This didn't give the professional appearance we wanted not to mention being terribly inefficient. Even when the call did get routed to my or another team member's cell phone, because we're in home offices, we'd sometimes miss the call if we were in another room."
The solution was a Panasonic SIP Cordless Phone System combined with service from Vocalocity. "This really did give us everything we were looking for," said Bowe. It delivered all the features of a big-business phone system but without a costly hardware investment. Now, callers to Show Dog Store are greeted by an automated attendant that seamlessly routes callers to service reps spread out from Virginia to Arizona, yet still gives Show Dog Store the appearance of a unified, cohesive operation. And since the service is hosted by Vocalocity, was were no costly equipment to purchase. Show Dog Store team members can one-touch page each other from across the country as if they were in the next room. Bowe can also one-touch page the entire team for a impromptu conference.
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