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Adobe AcrobatJS Logistics Case Study

Customer Success Story

JS LogisticsJS Logistics

Industry: Commercial Transportation and Delivery
JS Logistics specializes in expedited transportation, scheduled route work, contract trucking, fleet management and distribution and maintains offices in St. Louis, Kansas City, Indianapolis and Memphis, completing more than 4,000 deliveries daily and maintaining relationships with more than 450 independent contractors and 85 full-time employees. It has created a regional logistics business, relying on technological advantage, with centralized operations in St. Louis. Within all facets of the organization, JS Logistics strives to operate according to the highest standards of honesty, integrity, and professionalism with a total focus on excellence.

Business Challenge
The company saw an opportunity to improve its service and quickly resolve potential disputes by incorporating call recording and monitoring into its operations. After consulting with the Inter-Tel (now Mitel) St. Louis direct office, JS Logistics implemented the Tracer professional interaction management solution from OAISYS.

The company purchased and installed Tracer in 2007.

Features that have proven particularly useful for JS Logistics include:

  • Call Storage: Tracer's digital storage makes it easy to maintain a complete library of calls for retrieval for use in dispute resolution, process adherence and training as needed.
  • Call Search and Playback: When customer disputes arise, JS Logistics staff can quickly locate the call in question using a variety of searchable information and play it back to determine what was actually said by whom.

"All our calls are archived digitally, which allows for us to quickly and easily research problems, verify sales and, most importantly, ensure that our representatives are handling our customers properly and efficiently," JS Logistics' marketing specialist Julie McCausland said. "Digital voice recording allows us to gain valuable insights and intelligence from the customer interaction process, while ensuring that quality service is being provided."

Additional benefits for the company have included:

  • Staff Training: All sales agents and customer service representatives receive extensive training in the company's 24 hour call center, using actual calls for more realistic training and evaluation.
  • Dispute Resolution: Since the company provides customers with credits if they make an error, JS Logistics uses call recordings to ensure a quick resolution to disputes and shares copies of call segments with customers who have service issues to verify the communication accuracy.
  • Process Adherence: JS Logistics uses scripts and other sales tools to ensure consistency of service. Calls are regularly reviewed to ensure agents and CSRs adhere to the appropriate language.

McCausland said, "The Vice President of Sales uses the Tracer program, especially when training new representatives. His approach is to have them complete a sales phone call and use the tool to listen in on their conversation. This allows him to track how well they are using selling tools, our scripts or other items. Then, he'll sit down with them to go over the phone conversation, giving them constructive criticism and the ability to hear themselves! It really helps them to understand exactly what's expected of them and speeds up the training process."

About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.