Poor customer communications.  Calls being answered by on site employees in individual facilities, or, if no one is available, calls were outsourced to a call center service.   No customer history on caller so there was no way of knowing whether the caller was an existing customer. had phoned before, or had previously visited a site.   This situation led to a poor customer experiences and an inability to track customer contacts.

The Solution:  inContact’s on demand platform and integrated with customer relationship software from salesforce.com    Eliminated outsourcer.

-          Reservation rates from phone calls doubled

-          Consolidated to one call center for740 sites

-          Caller ID, customer information, and inventory data on one screen

-          Complete customer history and performance metrics

-          Phone, web, and on-site inquiries in one database