ChallengeThe need for an overhaul to their call centre. ADS needed to innovate how calls were managed, needing the most accurate real-time analytics possible.
SolutionVonage Call Centre for Salesforce
ResultsVonage transformed the way Allied Dispatch manages their call centre by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible.
Improving Call Quality and Ease-of-Use with a Contact Centre Overhaul
Nothing says freedom quite like a full tank of petrol and the open road ahead. But when your car breaks down, that sense of freedom can quickly turn from independence to inconvenience -- or even disaster -- if you’re not equipped to fix what’s broken. That’s why Allied Dispatch Solutions has made it their mission to bail out the road’s broken-down, flat-tired and hopelessly stranded drivers in times of need.
As one of North America’s largest roadside assistance networks, Allied Dispatch needs a call centre that’s equipped to handle the pressures of any situation that bad luck can throw at their customers. Implementing Vonage Contact Center for their cloud contact centre software has enabled Allied Dispatch to keep their call centre humming, in tune with customers and firing on all cylinders.
Solving puzzles to build a reputation
For the team at Allied Dispatch Solutions, having a reliable call centre is everything. There’s simply no room for error when customers are vulnerable, mobile service is spotty and the clock is ticking. “Our task is essentially a high-stakes game of problem-solving,” says Anthony Royer, CEO of Allied Dispatch. “It’s an odd question to ask during an interview, but we ask all our customer solution specialists (CSSs) if they like puzzles. Because that’s exactly what roadside assistance is -- a puzzle.”
But unlike a Sunday crossword puzzle, every outcome in one of Allied Dispatch’s puzzles has the potential to make or break someone’s entire day. For that reason, customer focus is a core tenet for the service reps at Allied Dispatch, who collectively answer 6 million calls per year. “Of course, solving our customers’ problems quickly is important, but the human element is vital to the process,” Royer says. “That’s how we’ve built our reputation in the industry.”
Allied Dispatch Solutions integrates the Vonage platform
That’s why Allied Dispatch turned to Vonage to overhaul their call centre software. NewVoiceMedia has transformed the way Allied Dispatch manages their call centre by integrating with Salesforce, giving the team more control of their own data and delivering the most accurate real-time analytics possible. With Vonage Contact Center, now the Allied Dispatch team can count on cloud-based telephony, taking their call reliability into the 21st century. Using their newfound resiliency, they set up a complex network of logic and routing failovers.
“Providing service for our Spanish-speaking customers is really important,” says Jones. “Now it’s simple to connect them to our bilingual CSS’s first and, if they’re not available, overflow to our non-bilingual staff. The Vonage platform really allows us to engage all our resources on the floor in a simple, timely manner.”
Vonage's seamless integration with Salesforce also allows Allied Dispatch to obtain information quickly as calls come in. “As soon as a CSS picks up the phone, they have everything they need,” Jones explains. “It’s all right there.”
The biggest breakthrough for the Allied Dispatch team has been NewVoiceMedia’s real-time analytics. Vonage has given the team a fine-tooth comb to sift through every part of their calls dynamically, finding areas of improvement quickly. “When a call comes in, it opens up a case automatically. We have the timing on that now,” Royer says. “We have timing on outbound calls. We have timing on wrap-ups. We can see who’s taking too long to locate the customer. The direct tie-in with Salesforce allows us to look at those checkpoints a bit like a funnel and pinpoint exactly where the bottlenecks are.”
Vonage has given the team a new lens to analyse the human element as well. “Now I can monitor every single aspect of this business from my mobile phone 24/7… I can take my phone out and whisper into a call right now,” Royer says. “Before, I had to wait until the end of the day to get a call recording sent to me. It’s really night and day.”
With these changes, Allied Dispatch has seen productivity on the floor go up significantly. Before Vonage, CSSs did not get through as many calls per hour as they do now, freeing up personnel to handle increased call volumes.
Ready for the road ahead
Customer expectations are caught in the middle of a technical revolution. Allied Dispatch is positioned at the forefront, ready to serve their customers in new ways. As they look to the future, the team feels the freedom of the open road ahead.
“It’s so hard to get over the fear of new technology but the old call centre, with the raised floor and a switch in every server, is antiquated. But if you really understood the dynamic sophistication of what cloud-based telephony can do, and how Vonage can change your business, then I think you’ll know the choice is obvious.”
Anthony Royer, CEO of Allied Dispatch