Vonage > Case Studies > Vonage Enhances RAM Tracking's Inbound Sales and Service Excellence

Vonage Enhances RAM Tracking's Inbound Sales and Service Excellence

Technology Category

Platform as a Service (PaaS) - Application Development Platforms
Sensors - GPS

Applicable Industries

Buildings
Education

Applicable Functions

Facility Management
Sales & Marketing

Use Cases

Vehicle Performance Monitoring
Virtual Training

Services

System Integration
Training

About The Customer

RAM Tracking is a leading provider of GPS vehicle tracking systems, established in 2004. The company prides itself on customer service excellence and technical innovation. With over 80,000 GPS vehicle tracking systems on the road for 10,000 customers, RAM Tracking has experienced rapid growth in recent years. The company uses the Vonage cloud contact center and inside sales platform to deliver sales and service excellence. RAM Tracking is committed to understanding their customers and improving their business processes, as evidenced by their successful Salesforce implementation.

The Challenge

RAM Tracking, a leading company in vehicle tracking systems, faced a significant challenge as their business grew exponentially. Their existing telephony system was unable to cope with the rapid increase in customers and was not integrated with their Salesforce platform. This lack of integration was a major hurdle as Salesforce was central to their business processes and customer understanding. The company needed a solution that could scale with their growth, integrate seamlessly with Salesforce, and support additional requirements such as improved training and management information for assessing overall operational performance.

The Solution

RAM Tracking adopted the Vonage Contact Center for Salesforce to address their challenges. The solution was initially introduced to the sales team for outbound sales activities, leveraging Vonage's dialer, call recording, geographical display, and call log function, as well as the monitoring facility. Following the success of the outbound sales implementation, RAM Tracking expanded the use of Vonage Contact Center to handle inbound calls. The solution's call routing facility and screen pops significantly improved operational efficiency. Additionally, Vonage's intelligent IVR presented flexible options and played targeted recorded messages to reduce the volume of calls reaching the contact center. The system also allowed RAM Tracking’s managers to listen to inbound calls and provide real-time feedback for training purposes, and provided accurate data for better reporting and performance reward systems.

Operational Impact

The implementation of Vonage Contact Center has brought about significant operational improvements for RAM Tracking. The system's call routing facility and screen pops have led to a huge leap in operational efficiency, with customers being answered by the right advisors. The intelligent IVR has reduced the volume of calls reaching the contact center, allowing advisors to focus on more complex customer issues. The system has also streamlined the training process, with managers able to listen to inbound calls and provide real-time feedback. This has reduced training times significantly, with new recruits speaking the company language by day three. Furthermore, the system has improved workforce management, with managers able to predict peak calling times and ensure adequate staffing. Finally, the system has proven invaluable in maintaining business continuity during the COVID-19 pandemic, enabling the company to transition all 80 employees across two countries to remote working.

Quantitative Benefit

Customer Satisfaction (CSAT) and Net Promoter Score (NPS) results increased to 70% after the implementation of Vonage Contact Center.
Sales pipeline increased by 47%.
RAM Tracking now makes over half a million outbound sales calls annually.