Dorhouse Improves Sales and Customer Service With Cloud Unified Communications and Call Center Solution by TeamEis, Powered by BroadSoft
Customer Company Size
SME
Region
- Europe
Country
- Italy
Product
- Dema UC
- Call Center Express
- BroadSoft
Tech Stack
- Cloud Unified Communications
- Call Center Solution
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Infrastructure as a Service (IaaS) - Cloud Computing
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Cloud Planning, Design & Implementation Services
About The Customer
Dorhouse is a retail provider of rental coffee machines and capsules across Italy. For over 10 years, Dorhouse has been the number one capsule coffee specialist: providing its rental coffee machine the Nautilus, and CoffeeForYou, an innovative approach to providing customers coffee capsules for its many other machines. Located in Campogalliano near Modena, Dorhouse has approximately 80 employees and 15 retail outlets serving its customers. The company relies on delivering speed and great customer service to its customers.
The Challenge
Dorhouse, a retail provider of rental coffee machines and capsules across Italy, was facing challenges in managing its growing salesforce. The company was struggling to find the right people at the right time and follow up on lost calls and customer conversations. This resulted in lost sales and unhappy customers. Dorhouse also lacked the ability to measure customer service, such as being able to monitor calls and evaluate how employees were handling those calls to improve performance. To support business growth and improve customer satisfaction, they needed a solution that would allow customers to simply and quickly reach employees regardless of their location - whether in an office or on the road.
The Solution
Dorhouse approached TeamEis who proposed the Dema UC solution powered by BroadSoft. Dema UC is a suite of communications applications in the cloud that transform the way people work, by making it more efficient for them to communicate and collaborate. Key features include HD audio and video calling, viewing presence availability, instant messaging, virtual meeting rooms, and other cloud telephony features such as one number service, call forwarding, and auto-attendant. Dema UC includes built-in call centre capabilities such as call distribution, monitoring, reporting, and easy access to colleagues from within the same window in real-time during customer calls. The app can be downloaded and used on PC, tablet and smartphone. Not only does Dema UC solve the two key problems for Dorhouse, enabling customers to easily reach employees regardless of location, and providing the ability to monitor calls and performance, it empowers Dorhouse with state-of-the-art unified communication and collaboration capabilities that enables their employees to work more productively together from anywhere and any device.
Operational Impact
Quantitative Benefit
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