Vax cleans up customer experience and improves efficiency with NewVoiceMedia
NewVoiceMedia, a leading global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Vax has revolutionised its customer experience with its ContactWorld for Service solution. Since deployment, Britain’s leading floorcare brand has been able to deliver a personalised service to its thousands of customers around the world, boosting first contact resolution to an industry-leading 87 percent, while improving employee satisfaction and business efficiencies.
NewVoiceMedia’s solution replaces legacy on-premise software that was not capable of supporting the company’s anticipated rapid growth and offered limited visibility of customer interactions and reporting. Vax needed a robust platform with seamless Salesforce integration, for a complete record of customer activity which would enable the business to provide a premium service.
With ContactWorld, built on the Salesforce1 Platform, Vax has been able to offer its customer base a completely unique and personalised experience. Average call handling has been reduced by 20 seconds, the number of calls handled by advisors has increased by 25 percent, and employee satisfaction within the customer service team has rocketed, from being the lowest ranking department in the organisation, to the highest.
The company now benefits from immediate access to a customer’s entire history of interactions from one screen and incoming calls are intelligently routed based on Salesforce data. The company is also able to prioritise calls from key customers to improve handling time and customer satisfaction. Real-time reporting and analytics offer complete visibility of contact volumes, advisor performance and customer experience, enabling the company to improve business processes and the performance of individual advisors to ensure Vax continues to offer the best possible experience to customers.
ContactWorld also meets the company’s requirements for a solution that can be customised in response to changing business needs. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. Furthermore, agents can log into the same system wherever they are, as all they need is a phone and internet connection, meaning they can work from multiple locations in the event of a disruption or disaster. Security of customer data is also of critical importance to both businesses and Vax deployed ContactWorld PCI in order to securely accept card payments over the phone. NewVoiceMedia is ISO27001 certified and has Level 1 PCI-DSS compliance, providing an equivalent level of security as many banks.
Carole Edwards, head of customer contact at Vax, comments, "I have to pinch myself. We’ve got a great new contact centre, a highly motivated customer engagement team and efficiency has escalated. We now have a 360-degree view of customer contact, automatic logging of all call activity, and are able to recognise customers at the point that the call is answered and offer them an excellent, personalised service. Customer experience is a top priority for Vax and NewVoiceMedia delivers everything we were looking for, and more".
Jonathan Gale, CEO, NewVoiceMedia, comments, "I’m delighted that Vax has been able to transform its customer experience, employee satisfaction and business efficiencies since deploying ContactWorld. Not only have we provided Vax with a reliable and feature-rich customer contact solution, we’ve delivered completely flexible and scalable technology which will support the company throughout its significant growth this year and beyond, while reducing its capital investments".
Vax is a leading floor care brand in Britain, offering products ranging from pressure washers for the toughest garden patio, to some of the lightest vacuum cleaners the world has to offer.
For further information, download the case study.