At Talkdesk®, we’re serious about moving contact centers to the cloud, keeping the business running at any time and ensuring that no customer is left without an answer when they need help. This is especially important during times of crisis when anxieties are high and customers need to reach businesses with urgent questions.
Casey Hostetter, services manager, and Steven Barbarich, IT manager, at PowerDMS, recognize the importance of business continuity and have first-hand experience putting a disaster recovery plan in place.
A document management solutions provider, PowerDMS helps other companies ensure staff has secure access to critical content and the ability to publish important policies and procedures to their communities. Headquartered in Orlando, Florida, they must stay prepared for the possibility of a tropical storm. Even in the path of a disaster, PowerDMS is dedicated to keeping their operations up and running; their ability to do so powers thousands of organizations — like school districts and first responders — who rely on their software to communicate new policies.
In 2017, as Hurricane Irma approached the Florida coastline, it was the strongest storm ever recorded in the Atlantic and projected to pass right through Orlando. Hostetter and Barbarich share how they reacted to rapidly changing conditions and leveraged Talkdesk to keep service operations up and stay connected with their customers.
PowerDMS condenses cabinets full of paper into a single, searchable online source that automatically disseminates, collects signatures on, and tracks important policies and procedures. The company provides the practical tools necessary to organize and manage crucial documents and meet accreditation compliance.
When a natural disaster happens, local governments and other organizations rely on PowerDMS software for cross-department and public communication of emergency response plans and updated policies.
During the Hurricane Irma threat, many PowerDMS employees began to work from home. Because Talkdesk is cloud-based and built to work from either a web browser or a simple downloadable desktop application, PowerDMS service reps were able to continue serving their customers’ incoming calls without interruption.
Talkdesk Studio — an intuitive Interactive Voice Response (IVR) and routing designer — provided added operational agility. Its intuitive interface combines a “clicks, not code” philosophy with a rich library of pre-packaged drop-in components, which allows PowerDMS to move fast when adapting IVR messages and call flows, resulting in shortened implementation times.
“We had to put in a message saying ‘due to the hurricane, our response time might be a little slower,’” said Hostetter. With a traditional IVR system, it can be challenging to do this, especially while managing rising customer call volumes during a critical time frame. Before the implementation of Studio, “it was a lot more difficult to put in a new message — especially if it was last-minute,” Hostetter affirmed.
With Talkdesk Studio, it’s easy to drop in personalized conditional messages based on specific context, for example, during an impacting system outage or regional disaster. ”Like with the hurricane message, Studio has made this quite a bit easier for us to do,” said Barbarich, “I’ve worked with phone systems for many years. Some legacy interfaces require visualizing flows in your head, as opposed to on the screen or on the page. Studio helps with this,” Barbarich explains, by allowing for simplified call flow visualization directly in the flow design tool.
The ability to self-design and build intelligent workflows in Studio’s user-friendly interface has made PowerDMS contact center operations more efficient, enabling them to serve more customers faster and with less effort than before.
Studio has also made an impact by providing PowerDMS with the ability to improve abandonment analysis by focusing on a specific point in the call flow after an IVR selection is made. “That way we can save money and get more accurate abandonment stats. We now have more control over our environment, which allows us to direct our customers’ journey the right way,” added Hostetter.
Studio also relieves the management side of the contact center operation, making it more efficient to share information with stakeholders across the organization. “Our CEO wanted to take a look at our IVR setup. It was a lot easier to show him our call flow in Studio than it was with our previous tool,” acknowledged Barbarich, thanks to the product’s intuitive call flow diagrams.
PowerDMS initiatives have always focused on self-service: “It’s the drive behind our hiring methods, the people we bring on and the products we choose,” states Hostetter. In the future, the company intends to offer customers helpful information in the IVR while they’re waiting to be connected to a live agent. “When customers are on hold because our team is at capacity, we want them to be provided with helpful information while they’re waiting,” said Hostetter. PowerDMS plans to use Studio to create messages that let on-hold callers know about online and self-service resources.
Leveraging Talkdesk for Salesforce, PowerDMS also plans to match on-hold callers with Salesforce contact lists and provide an option for the customer to have self-service resources sent to their direct email as opposed to waiting in queue for a free agent. These tactics will strengthen the PowerDMS self-service strategy. “Customers can help themselves during any event where we are at capacity and unable to help them as quickly as they want,” Hostetter highlights. “This strategy will let us point the customer in the right direction and also save them some time.”
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