Vonage > Case Studies > Allied Dispatch Revolutionizes Call Center Operations with Vonage

Allied Dispatch Revolutionizes Call Center Operations with Vonage

Technology Category

Analytics & Modeling - Edge Analytics
Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Use Cases

Onsite Human Safety Management
Real-Time Location System (RTLS)

Services

System Integration

About The Customer

Allied Dispatch Solutions is one of North America’s largest roadside assistance networks. The company is committed to providing assistance to drivers in times of need, such as when their car breaks down or they have a flat tire. With a call center that handles 6 million calls per year, ADS is equipped to handle any situation that bad luck can throw at their customers. The company prides itself on its customer focus and its ability to quickly solve customers’ problems. The human element is vital to the process, and ADS has built its reputation in the industry on this principle.

The Challenge

Allied Dispatch Solutions (ADS), one of North America’s largest roadside assistance networks, was facing a significant challenge with their call center operations. The company needed a robust and reliable call center that could handle the pressures of any roadside emergency. The existing system was not providing the real-time analytics and data control that ADS required to efficiently manage their operations. The company needed to innovate how calls were managed, with a focus on delivering the most accurate real-time analytics possible. The challenge was to overhaul their call center operations to improve efficiency, data control, and real-time analytics.

The Solution

ADS turned to Vonage to overhaul their call center software. Vonage Contact Center was integrated with Salesforce, transforming the way ADS managed their call center. This integration gave the ADS team more control of their own data and delivered the most accurate real-time analytics possible. The cloud-based telephony provided by Vonage Contact Center brought ADS's call reliability into the 21st century. The seamless integration with Salesforce allowed ADS to quickly obtain information as calls came in, improving efficiency and customer service. The Vonage Contact Center's real-time analytics provided the ADS team with a tool to dynamically sift through every part of their calls, quickly finding areas of improvement and increasing productivity.

Operational Impact

The integration of Vonage Contact Center with Salesforce transformed ADS's call center operations. The team gained more control over their data, which improved efficiency and customer service. The real-time analytics provided by Vonage allowed the team to quickly identify areas of improvement, leading to increased productivity. The cloud-based telephony improved call reliability, ensuring that ADS could handle any situation that their customers faced. The seamless integration with Salesforce also improved the speed and efficiency of call handling, as customer solution specialists had all the information they needed as soon as a call came in. Overall, the solution provided by Vonage has positioned ADS at the forefront of the technical revolution, ready to serve their customers in new and improved ways.

Quantitative Benefit

Vonage's solution increased the number of calls handled per hour by customer solution specialists.
The integration with Salesforce provided real-time analytics, enabling quick identification of bottlenecks and areas of improvement.
The cloud-based telephony brought ADS's call reliability into the 21st century, improving call handling efficiency.