July 15th, 2011
Company Heats Up and Increases Outbound Calls with Virtual PBX Complete
Great customer service is the lifeline of every business. It is an essential part of maintaining your existing customers as well as winning new ones. The foundation of great customer service is forming a relationship with customers. But how do you go about forming such a relationship? One of the best ways is to make sure you are always available and in touch with your customers.
Customer satisfaction is the No. 1 priority for the employees of Sauna Works, a company specializing in infrared saunas. Sauna Works has been in the business of manufacturing and selling infrared saunas for over 14 years and have learned quite a bit about customer service and ensuring customer satisfaction. Their motivation and dedication to provide excellent customer service drove the company’s move to VirtualPBX five years ago to allow employees to stay in constant touch with customers through landline, mobile, and VoIP phones.
In 2006, the company was managing a showroom in San Francisco and many of their employees were working remotely. Vice President Andy Kaps knew using a feature-rich PBX solution was the only way to monitor and keep on top of sales and service calls. When providing great customer service, it is so important to be able to communicate with customers from any location. You need to be reachable no matter where you are.
Kaps explains, “As a former executive at a company within in the telecommunications field, I knew we needed a solution that would provide us with ACD queuing features which allowed us to stay connected with users no matter where we are. I was initially attracted to Virtual PBX because of its deep feature set and the web-based flexibility the company provides.”
In addition to keeping people connected around the world, Virtual PBX’s TrueACD™ Queues allows callers to contact anyone in the company without having to know their direct extension. Furthermore, managers need not waste time entering or changing phone numbers as employee shifts change since TrueACD queues include presence management and employees log themselves in and out as needed. Best of all, customer service is improved by reducing customer wait times and increasing customer satisfaction.
Sauna Works was able to increase customer satisfaction even further by switching to VoIP. 70 percent of Sauna Works’ employees using Virtual PBX made the transition to VoIP after the release of Virtual PBX’s new VoIP system, Virtual PBX Complete. Since the transition, employees have not only significantly reduced overall phone costs, but also doubled the number of outbound calls made to clients.
Blending traditional analog telephony with VoIP technology, Virtual PBX’s Virtual PBX Complete solution allows clients to mix and match as needed as well as work from any location. Virtual PBX Complete also embraces open standards, which spares customers from being locked into proprietary technologies.
“A majority of our customers are looking for a flexible solution,” said Greg Brashier, COO of Virtual PBX. “With our commitment to both VoIP and analog technologies, we give customers like Sauna Works the ability to have low upfront costs, eliminate expensive analog phones lines when VoIP is appropriate, and improve service to their clients.”