Hosting Provides a Clear Call Solution
IFS Industries, Inc., headquartered in Reading, PA, is a family owned and operated company. IFS and its affiliates, develop state of the art adhesive and coatings systems for all types of customers around the world. They have manufacturing and warehousing strategically located throughout North America, Europe, and Asia to provide high quality products and responsive service.
Challenges
IFS was in need of a way to monitor their customer contact center and improve customer support. Customers shared that they experienced long wait times when calling into the IFS Customer Support Center to place orders or for customer support. Due to the long wait, customers would often hang up. IFS Customer Support Management had no way to track the volume of calls coming into their contact center nor the number of calls that were dropped. IFS already had a Cisco UC voice solution in the Reading Headquarters that needed to be updated. IFS was looking for a solution that could be centrally managed and extended to their branch offices.
Solutions
By relocating their collaboration infrastructure to Weidenhammer’s tier 3 datacenter, IFS has significantly improved the reliability and availability of these systems. Weidenhammer is now hosting a new Cisco Business Edition 6000 (BE6K) server in its datacenter for IFS, after migrating IFS’s existing Cisco Unified Communications Manager (CUCM) and Cisco Unity Connection (CUC) deployments to the new hosted BE6K server. Weidenhammer upgraded these applications to the latest release and made numerous improvements and optimizations to their configurations.
Next, Weidenhammer enhanced the capabilities of IFS’s Cisco collaboration system by deploying Cisco Unified Contact Center Express (UCCX). Weidenhammer worked with IFS’s Contact Center managers to understand their business and design a solution that fit their existing workflow, met their needs, and significantly enhanced the quality of service they provide to their customers and partners. This new solution ensured optimal call routing, eliminated calls getting stuck or lost, provided callers the opportunity to request a callback when wait times were longer, and provided enhanced real time and historical reporting capabilities.
Additionally, Weidenhammer deployed Cisco Webex Teams and Cisco Expressway to enable IFS users to send messages and files, share screens, and place voice and video calls regardless of their location. This functionality was invaluable when users were forced to work remotely due to the COVID-19 pandemic.
Results
The Call Solution provided by Weidenhammer immediately increased customer satisfaction and employee productivity, while reducing downtime. IFS management now has peace of mind that their centrally managed systems will remain reliable and available.
