Case study automotive equipment company using Automated attendant and Virtual office for customer service

Case Study - Hunter Engineering

Customer Profile

Hunter Engineering Company is a world leader in automotive service equipment. Hunter Engineering Company, with headquarters in St. Louis, Missouri, offers state-of-the-art wheel alignment systems, wheel balancers, brake lathes, tire changers, lift racks and brake testers. Hunter equipment is approved and used by vehicle manufacturers, automobile and truck dealers, tire dealers and automotive service facilities around the world.

Business Challenge

Customers of Hunter Engineering contact their sales or service representative directly when they need to place an order or request service. Hunter Engineering needed a way to automatically route callers to the proper sales or service representative based on the ZIP of the caller. They also wanted to centralize their telephone messages with the ability to forward messages to other reps and do group messaging to all reps. It was critical that reps be notified of new messages quickly to provide excellent customer service. It was also important that large numbers of callers be handled simultaneously.

Solution - Virtual Office

Diamond Voice Messaging provided a Virtual Office service with dedicated phone numbers in both Dallas and Houston. The 800 and local numbers that Hunter had already published were forwarded to the numbers provided by Diamond Voice Messaging.Working together, a professional sounding script was designed and recorded allowing callers to route based on any the following criteria:

Type of call -Sales or Service
ZIP Code of caller
Specific department
General Customer Service

Once callers reached their representative, they could leave message or Transfer to the Reps cell phone. Any or all of the following provides immediate notification of messages:

Digital Pager
Cell Phone
Email
Text Message to Cell phone

Benefits

Hunter Engineering now processes hundreds of calls each day, resulting in increased revenue.
Reporting of call resolution allows them to track rep productivity.
Busy signals were eliminated boosting customer satisfaction.
Inter-office communications are simplified with Group Messaging.
Maintenance cost is reduced by out-sourcing voicemail and call routing services.
Response time is dramatically reduced with Immediate Message Notification.

Services used

Virtual Office Custom with:

Auto Attendant
Message Forwarding
Group Messaging
Voice to Email
Message Notification
ZIP Code Call Routing
Live Call Transfer

For More information

For more information about Diamond Voice products and services, call the Diamond Voice Messaging at (888) 293-1550. To access information using the World Wide Web, go to: http://www.diamondvoice.com/

For more information about Hunter Engineering, call 817-283-8007 or visit the Web site at http://www.hunter.com

Date Published: March 2004