I remember a time when my dad’s office had multiple filing cabinets filled with various documents. Even though some documents were more important than others, their consistent organization was key in being able to find something when needed. In this digital age, filing cabinets have easily become folders on a computer. Yet, despite the physical change from cabinets with locks to folders one can make private, it remains certain that they must be stored properly and securely.
PowerDMS is a document management software company that provides a cloud-based solution that helps organizations reduce risk and liability. They provide the practical tools necessary to organize and manage crucial documents and industry standards. They also allow businesses to simplify how they manage sensitive content, improve their training processes and reduce the time it takes to get accredited.
Lacking sufficient reporting and call quality, PowerDMS looked for an innovative cloud-based solution that was scalable and easy to use. Their previous provider lacked the reporting capabilities for important metrics such as call volume and average wait time, leading to an inability to identify areas of improvement. With anticipation of a significant increase in business, PowerDMS decided they needed a solution that would ensure their customers were getting the best service experience possible.
As a company who lives in Salesforce and relies on Slack for team collaboration, Talkdesk’s deep integration with both systems stood out to the team in their evaluation. With live dashboards and comprehensive historical reports able to display nearly every key contact center metric, PowerDMS felt confident in Talkdesk filling their significant reporting gap. Ultimately, PowerDMS decided to go with Talkdesk as its cloud-native contact center solution for its innate capabilities and exciting roadmap.
Steven Barbarich, IT Manager, PowerDMS
PowerDMS has seen consistent success in the quality of service they deliver since implementing Talkdesk. Leveraging Callbar and an integration with Salesforce helped them overcome their reporting challenges and improve their overall call quality. Talkdesk Live ensures the team has a real-time view into critical metrics to make data-driven decisions and hold agents accountable for the level of service they’re providing to their customers. Time-saving automations, such as task creation with the Salesforce integration, have resulted in an increase in agent productivity. With Talkdesk at the forefront of their contact center strategy and the innovations on the roadmap, PowerDMS will continue to provide truly amazing, personalized experiences for their customers.
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