CASE STUDIES
THE STEPHENS COMPANY
"I would recommend Co-nexus to any
organization that is seeking reliable telecommunications service.
Co-nexus simply delivers far beyond expectation."
Thomas Buckley, President,
The Stephens Company
The Stephens Company has for over a half century provided superior floor covering products and services to Southwest dealers and
contractors. The employees of Stephens are dedicated to customer satisfaction and committed to the precept of "whatever it takes".
Stephen's six locations, Houston, Dallas, San
Antonio, Harlingen, Oklahoma City and Tulsa, combined with its
fleet of transfer and delivery trucks and readily available sales
specialists, mean high levels of customer service and a solid
reputation for dealer satisfaction.
Superior marketing, credit and sales departments
support distribution services. Each element of Stephens strives
to insure customers are kept on the front edge of the knowledge
curve.
Stephens takes deep pride in personal attention
and loyalty to its customers. Every Stephens employee is imbued
with a personal spirit of dealer-distributor partnership and
endeavors always to earn return loyalty and providing standard-setting
service.
SITUATION
A lack of connectivity between the company's many locations impeded its ability to effectively support its clients. During peak periods, one office could be overburdened by calls while another had idle agents, potentially resulting in lost business. Other issues included constantly increasing expenses for local lines, long distance calling and Internet connectivity.
SOLUTION
Co-nexus designed a seamless voice and data network connecting all of the Stephens offices. The solution included a networked contact center allowing the management team to view customer service and sales activity at all locations dynamically. The system automatically routes callers anywhere in the network to the first available or most qualified agent. Priority routing for select customers is also a system feature. Additionally, Co-nexus centralized the company's Internet and long distance access and reduced the required local lines.
RESULTS
With better and faster service, The Stephens Company can now capture more sales opportunities, increasing revenues. Employee productivity is up, while customer attrition has been significantly decreased. And the company's recurring communication expenses were reduced by over 35 percent. |
