Customer Success Story
Stanley Steemer of San Diego
Industry: Home Cleaning
For more than 60 years, Stanley Steemer has been bringing cleaner, more
comfortable homes to America. To service customers nationwide, the company
boasts over 300 locations in 48 states. The San Diego Stanley Steemer franchise
is dedicated to upholding the values that made their parent company the
success it is today. They're focused on delivering their best across all
facets of the business-outstanding people, superior equipment and exceptional
service.
Business Challenge
When the time came to upgrade their business communications system, they
recognized it as a golden opportunity to further enhance their customer
service by implementing a voice documentation and call recording solution.
Solution
The company purchased and installed Talkument® in 2008.
Features that have proven particularly useful for Stanley Steemer include:
- Call Visualization: Talkument's easy to use interface shows the
call as it progresses, along with call related information, such as associated
telephone numbers and call duration.
- Call Search and Playback: When customer disputes arise, Stanley
Steemer 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.
"Most of our initial contact with customers is by telephone and with
any home service provider, particularly the carpet cleaning industry, you'll
hear, 'Well, I was quoted this, and when the technician got to my house,
they said the price was this,' and that's always a huge concern because
whatever you quote, you want your technician to be able to deliver that
same information when they arrive," explained Marcia Gwin, marketing
director for Stanley Steemer of San Diego.
Additional benefits for the company have included:
- Call Review: Gwin and other supervisors regularly review and assess
calls to ensure accuracy of information and quality of service
- Improved Collaboration: Previously, field technicians and office-based
customer service representatives could end up at odds if the technicians
were unaware of what the CSRs had promised. Gwin uses Talkument to make
technicians aware of exchanges between customers and CSRs.
"When you have technicians in the field and customer service reps
on the phone, there is sometimes banter on 'what are they doing up there,
what are they promising?' I can call my technicians into the office and
say 'this is what was said on the phone,' and it has brought some goodwill
between those two groups. [The technicians] can actually hear what our customer
service reps are saying. It's not one of those 'he said/she said' scenarios
anymore, they can all listen, and they get along much better," elaborated
Gwin.
About Talkument
Talkument, the voice documentation and collaboration software from OAISYS,
allows users to store and organize digital recordings of important business
telephone conversations. These recorded interactions, or voice documents,
can be used to improve business practices and increase the productivity
and collaboration of an organization's workforce. Talkument 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.
Talkument is compatible with business communication systems from Avaya,
Mitel, Toshiba, ShoreTel, and many other standards-based IP and legacy TDM
systems.
