Customer Success Story
Industry: Professional Cleaning Supplies Sales
For almost 30 years, Phoenix-based Neutron Industries has been providing
odor elimination and cleaning products that help professionals throughout
a variety of industries maintain high standards for clean, healthy work
environments. Neutron's team of account representatives offers one-on-one
service and support to more than 35,000 active customers nationwide. Leveraging
comprehensive product knowledge, Neutron helps customers decide which products
will deliver the most effective and cost-efficient solutions for their businesses.
Neutron's strong focus on exceptional service delivery prompted them to
research and identify other ways they could continually improve their interactions
The company purchased and installed Tracer in 2007.
Features that have proven particularly useful for Neutron Industries include:
- Live Evaluation: Neutron's supervisors can select calls and evaluate
agents in real-time while the actual interaction is taking place.
- Live Monitoring and Coaching: Supervisors can directly and unobtrusively
listen in on calls as they take place and coach agents via instant messaging.
- Live Annotation: Call center supervisors can add text comments
directly to calls while conducting live monitoring.
"A lot of the opportunities our sales managers see with coaching reps
is feeding them lines and helping them out while they're on a call. After
the fact, it doesn't really sink in as much with the reps," said Nathan
Schnell, Neutron Industries' division information services manager.
Additional benefits for the company have included:
- Order Verification: Previously, orders were verified with a follow-up
call to customers. Using Tracer, Neutron staff simply reviews the phoned-in
orders and verifies the information, saving time and frustration.
- Qualitative Insight: Tracer supplies a wealth of call information that
can be easily charted to maximize staffing efficiency and other resources.
Schnell explained, "It's really nice for us as a company to be able
to get qualitative measurements on our staff, which is something we never
had before. We've always had a ton of quantitative data to work with, but
we never really had any qualitative data with which to assess performance.
Having these measurements has certainly helped us a lot in terms of identifying
areas we need to focus on and improve."
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, ShoreTel, and many other standards-based IP and legacy