CallTrackingMetrics > Case Studies > CallTrackingMetrics Case Study: LONG FENCE

CallTrackingMetrics Case Study: LONG FENCE

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Company Size
1,000+
Region
  • America
Country
  • United States
Product
  • CallTrackingMetrics
Tech Stack
  • Cloud Infrastructure
  • Call Tracking
Implementation Scale
  • Enterprise-wide Deployment
Impact Metrics
  • Productivity Improvements
  • Revenue Growth
Technology Category
  • Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
  • Construction & Infrastructure
Applicable Functions
  • Business Operation
  • Sales & Marketing
Services
  • Cloud Planning, Design & Implementation Services
About The Customer
Long Fence is a leader in the commercial and residential fence industry, founded in 1945. The company serves a wide range of customers, including government agents, municipalities, corporations, and residential homeowners. As the company grew and became a household name, they realized the need to improve their standards and service to meet today's challenges. They are dedicated to providing superior products and performance. However, their call center operations were running on outdated technology, which was not keeping pace with the advancements in the industry.
The Challenge
Long Fence, a leader in the commercial and residential fence industry, was using outdated technology for their call center operations. They were using hard-lined, physical phones, connected to a proprietary calling software that had been built for them years ago. These phones were also connected to a call tracking service, which simply rented tracking numbers and never developed their software in the decade that Long Fence used them. As the industry progressed in technology, Long Fence's business did not, resulting in a manual and inefficient process.
The Solution
Long Fence turned to CallTrackingMetrics (CTM) to modernize their call center operations. Initially attracted to CTM for the ability to own and keep their tracking numbers, they soon discovered many more features that could revolutionize the way they ran their organization. They were able to replace multiple software vendors and manage their conversations, all within one highly functional platform. Their entire call center operations now run fully within the CTM platform, built with cloud infrastructure rather than cables and cords. They also use the call tracking and attribution features they initially sought from CTM, allowing them to better spend and track their customer’s experience.
Operational Impact
  • Streamlined communications leading to improved productivity of their call center.
  • Ability to replace multiple software vendors and manage their conversations within one platform.
  • Transition from a manual process to a more efficient and automated one.
  • Ability to own and keep their tracking numbers, providing more control over their operations.
Quantitative Benefit
  • Call center conversion rate increased to 49% from 30%.
  • 10% increase in revenue year-over-year.

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