Customer Success Story
JS Logistics
Industry: Commercial Transportation and Delivery
JS Logistics specializes in expedited transportation, scheduled route work,
contract trucking, fleet management and distribution and maintains offices
in St. Louis, Kansas City, Indianapolis and Memphis, completing more than
4,000 deliveries daily and maintaining relationships with more than 450
independent contractors and 85 full-time employees. It has created a regional
logistics business, relying on technological advantage, with centralized
operations in St. Louis. Within all facets of the organization, JS Logistics
strives to operate according to the highest standards of honesty, integrity,
and professionalism with a total focus on excellence.
Business Challenge
The company saw an opportunity to improve its service and quickly resolve
potential disputes by incorporating call recording and monitoring into its
operations. After consulting with the Inter-Tel (now Mitel) St. Louis direct
office, JS Logistics implemented the Tracer professional interaction management
solution from OAISYS.
Solution
The company purchased and installed Tracer in 2007.
Features that have proven particularly useful for JS Logistics include:
- Call Storage: Tracer's digital storage makes it easy to maintain
a complete library of calls for retrieval for use in dispute resolution,
process adherence and training as needed.
- Call Search and Playback: When customer disputes arise, JS Logistics
staff can quickly locate the call in question using a variety of searchable
information and play it back to determine what was actually said by whom.
"All our calls are archived digitally, which allows for us to quickly
and easily research problems, verify sales and, most importantly, ensure
that our representatives are handling our customers properly and efficiently,"
JS Logistics' marketing specialist Julie McCausland said. "Digital
voice recording allows us to gain valuable insights and intelligence from
the customer interaction process, while ensuring that quality service is
being provided."
Additional benefits for the company have included:
- Staff Training: All sales agents and customer service representatives
receive extensive training in the company's 24 hour call center, using
actual calls for more realistic training and evaluation.
- Dispute Resolution: Since the company provides customers with credits
if they make an error, JS Logistics uses call recordings to ensure a quick
resolution to disputes and shares copies of call segments with customers
who have service issues to verify the communication accuracy.
- Process Adherence: JS Logistics uses scripts and other sales tools to
ensure consistency of service. Calls are regularly reviewed to ensure
agents and CSRs adhere to the appropriate language.
McCausland said, "The Vice President of Sales uses the Tracer program,
especially when training new representatives. His approach is to have them
complete a sales phone call and use the tool to listen in on their conversation.
This allows him to track how well they are using selling tools, our scripts
or other items. Then, he'll sit down with them to go over the phone conversation,
giving them constructive criticism and the ability to hear themselves! It
really helps them to understand exactly what's expected of them and speeds
up the training process."
About Tracer
Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS
Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice
documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD
functionality is paired with Tracer’s advanced contact center management features, including employee performance
evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized
desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel,
Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.
