Each year, our sister publication Computer Dealer News hosts the Channel Elite Awards to recognize IT Solution Provider for their innovation, leadership, and commitment for creating value for their customers. As Canada’s leading IT channel publication, CDN invited solution providers to submit their best work to nine different categories for 2013’s awards. Here, we present the case studies these award nominees put forward to us. Find out who the big winners are on Sept. 11 when CDN presents them at the CEA Awards Gala.
Learn more about CDN’s Channel Elite Awards 2013
Nominee: CDigitcom Telecommunications Canada from Toronto, Ontario
Describe the solution, service or initiative
Our client, which recruits people for the purpose of testing for their clients’ new pharmaceuticals, had an outdated telephone system and a lack of reporting tools to measure the productivity of their call centre agents and how effective their call to action advertising is. Digitcom proposed a new Avaya phone system with a Xima software solution package. Xima allows the client’s call centre manager to track how many calls the agents are performing each day, how many people they are reaching, and their conversion rate of calls made to people recruited. In addition, the manager is able to receive multiple reports to track the productivity of the agents, identifying how many calls each are making a day, the length of calls of each agent, and who are the most efficient and productive. By doing so, the manager can identify the strengths of the more effective agents in order to develop learning tools to help improve others, thereby increasing the overall productivity of the team.
What makes it original or innovative?
The Avaya IP Office solution has been designed to be easily installed, maintained, and supported. As the company’s business evolves, so Avaya’s IP Office solution is able to evolve as well, maintaining the company’s internal efficiency and managing the increased number of calls from company clients. The Avaya solution is part of Digitcom’s state-of-the-art hybrid telecommunications product.
Describe the improvement this solution made to the customer’s sales or revenues and provide measurable evidence of such.
Our client’s costs for recruiting for individual studies were made available by applying a cost-per-call ratio based on outbound project codes. This allowed for more effective costing and bill-back to the clients for recruiting costs. As well, the individual Long Distance (LD) codes added a significant reduction to their service provider billing for the long distance calls. Previously, the client had one long distance code that was being used by many individuals, making it impossible to properly track and bill back the long distance charges to projects and clients. The ability to assign specific long distance codes to users allows the client to better track long distance costs, and bill back to the clients to mitigate the long distance costs.
Describe the improvement that was made to the customers efficiency, with measurable evidence.
Previously our client had no ability to track the success of their advertising when they were asking potential candidates to call and sign up to become recruits. With the new call reporting solution, the company can now track by the toll free number advertised how many calls they receive after an advertisement is run. Additionally, the company did not have data to effectively manage their volumes or staffing. Digitcom’s solution now allows them to compile data and use it to manage their service level requirements by staffing up or down quickly and in time to meet the demands, based on trends that the data provides.
How did the solution improve the customer’s ability to serve internal or external clients?
When our client calls on behalf of a specific client, they can track the amount of calls made and the success rate of signing on new recruits for that client.
In what ways does the solution go above and beyond industry expectations?
Most new phone systems today demand clients replace all their existing telephony equipment, forcing them to invest in new cabling and/or network switches. By implementing an Avaya solution, the client is able to protect their investment in their older Nortel phones, and use the existing cabling in their office. This saved our client approximately $10,000.
How does the solution further your customer’s green or environmentally friendly plans?
The new phone system draws significantly less power than the older phone system, thereby reducing their overall power consumption. As well, by utilizing the existing telephony wiring they reduced their footprint by not having to dispose of unrecyclable materials.