Case Studies > Revolutionizing Customer Experience: Vax's Journey with Vonage Contact Center

Revolutionizing Customer Experience: Vax's Journey with Vonage Contact Center

Technology Category

Cybersecurity & Privacy - Identity & Authentication Management
Networks & Connectivity - Gateways

Applicable Industries

Telecommunications

Applicable Functions

Human Resources
Product Research & Development

Use Cases

Personnel Tracking & Monitoring
Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services
Training

About The Customer

Vax is the UK’s number one floor care brand, offering a wide range of products from pressure washers to some of the lightest vacuum cleaners in the world. The company is committed to innovation and focuses on the needs of its customers. However, Vax was struggling with poor customer experience that conflicted with its company values. The technology in use was not fit for purpose, and the team was not empowered to make the right decisions for the customers. The company needed a solution that would help them improve their customer service and align it with their company values.

The Challenge

Vax, the UK’s leading floor care brand, was facing a significant challenge in improving its customer experience. The company's customer service was not aligning with its values, and the technology in use was not empowering the team to assist customers effectively. The customer contact center was not functioning optimally, and the customer experience was poor. The technology was outdated and did not support the team in making the right decisions for the customers. The team was not empowered to resolve customer issues effectively, leading to low levels of employee engagement. The contact center technology was archaic, and customers had to repeat their information multiple times during a single day's interaction. The technology did not support the team's motivation to do the right thing for customers.

The Solution

Vax chose Vonage Contact Center for Salesforce to revolutionize its customer service. The company started by fixing process issues and analyzing why customers were calling and how they were being handled. New workflows were put in place, and 100 advisors were empowered to resolve customer problems. Job roles were redesigned, new personal performance development plans were created, and the right behaviors were incentivized. The company also set new objectives for the contact center, aligned with a new set of measures for the balanced scorecard. Vonage provided consultancy advice during the fast implementation. The cloud contact center solution from Vonage needed to work seamlessly on both old and new sites. The transition period was meticulously planned, with regular updates for all advisors and training sessions. The Vonage solution offered optimized call routing, better and more personalized customer service, a great advisor experience, workforce management, and contingency operations.

Operational Impact

The implementation of Vonage Contact Center for Salesforce revolutionized Vax's contact center. The Universal Call Distributor (UCD) links to Salesforce and ensures the best possible routing for customers when they call. The system can identify customers and make intelligent routing decisions based on whether a case exists, or if it is an escalated call and the customer has made a previous complaint. The IVR can be bypassed, providing a more efficient and personalized customer service. The cloud technology also allows advisors to log onto Vonage Contact Center with Salesforce integration wherever there is a phone line and internet connection, ensuring Vax can operate in the event of a disruption or disaster. The simple interface was an added bonus; engaged employees were soon delivering better results with engaged customers.

Quantitative Benefit

First contact resolution rose from 78% to an industry-leading 87%
Efficiency escalated, with headcount falling from 97 to 84 while handling the same number of contacts
Average call handling time was reduced by 20 seconds