“Lost Calls = Lost Business”
| The Customer | Pep Boys (TELECO customer since 2000) |
| Called Us In | 2003 |
| Number of Locations Involved |
Approximately 600 |
| The Problem | Employees were not receiving calls intended for their own department; callers were not being answered at all, at times; employees were wasting time handling misguided calls rather than helping customers. |
| It Was A Problem Because |
Customers’ calls weren’t being answered in a timely manner or were being put on long holds, and employees were being tied up “playing receptionist.” This resulted in lost business and unproductive employees. |
| Their Timeframe | 120 days |
| Our Solution | Help the employees be more productive by making the phone system work for them. We found the most cost-effective solution to be putting an automated attendant at each location. (ex: “For service, press 1; parts, press 2;” etc.). Each department now receives their own calls. We also changed the ring tones by department so employees know which calls are their own. In addition, we customized the automated attendant to access their paging system to notify employees who are away from the phone in their department; the callers are alerted that paging is taking place and asked to hold a moment, so calls are no longer lost in this event. |
| Our Speed | 90 days |
| Their Feedback | Improved employee productivity, and a five percent growth in retail sales in the months following the installation. |
| The Products | TELECO Tis16 Automated Attendant/Voice Mail system; TELECO service and support; Existing Toshiba DK 424 phone systems |
