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Global Specialty Cleaning Firm Spruces Up Its Reputation for Customer Service with Avaya IP Telephony Solution for Small, Medium Businesses13 July 2005
Coit Services Inc., a global specialty cleaning company headquartered in Burlingame, Calif., has
built its business on an unwavering commitment to "no excuses" customer
service. When the company needed to replace a decades-old communications
system serving offices in California, Arizona and Texas, it selected Avaya IP
Office, an IP telephony solution from Avaya Inc. (NYSE: AV), a global leader
in business communications applications, systems and services. The solution
is cost-effectively supporting the company's operations and improving its
accessibility to customers.
To serve seven locations that vary widely in size, Coit Services decided
to work with Avaya authorized and Platinum certified BusinessPartner
NetVersant because it has a national footprint, enabling it to provide IP
Office installation and support at all the Coit Services locations. Avaya IP
Office is high performance system for small and medium businesses, with voice
and data servers that support from two to 360 extensions.
"We have locations with as few as four employees and as many as 160, and
we found no other product scaled as well for us," said Alex Dykes,
administrator for Coit Services. "Price was also a big issue, and IP Office
met that requirement as well. A new Avaya system -- including voice mail and
Avaya's Compact Call Center application -- cost $10,000 less than we paid for
our former system more than 20 years ago. And of course there's no comparison
between the two in terms of capacity and capabilities."
Avaya IP Office has helped Coit Services make a number of significant
improvements in customer service. As a first step, the company used the
system's call center software to centralize contact center operations and
improve the training offered to agents who answer customer questions and
schedule carpet, drapery and upholstery cleaning. The recording features of
IP Office are used to capture calls so managers can make specific suggestions
for improvement. In addition, the reports generated by IP Office have helped
the company understand call volumes and trends so it can build new revenue.
"The reports showed we have very consistent calling patterns, with heavier
volume on Mondays," Dykes said. "So we've been able to staff more
appropriately and in some most locations reduce hold times by up to 25 percent.
We also discovered a fairly significant number of calls were coming in after
our normal 7 p.m. close of business, as well as on Sunday afternoons, when we
were closed. So we've changed our schedule to make certain we have coverage
during the times our customers are most likely to need us. In fact, we find
that 5 to 7 percent of our business now comes in on Sunday afternoons, which
is revenue we might have lost."
Using Avaya's VoiceMail Pro application for IP Office, Coit Services also
has built a popular self-help application that provides customers with
detailed information on how to treat spots and stains. During normal business
hours, they have the option of transferring to an agent to schedule an
appointment, or after-hours can reach a representative of the company's
around-the-clock restoration services.
"Before IP Office, customers with an emergency had no choice but to leave
a message," Dykes said. "Now we can direct emergencies to a single person
offsite. We've found that our restoration business is steadily growing, and
night access has definitely contributed to that growth."
In addition to helping Coit Services deliver improved customer service, IP
Office is delivering cost savings to the company's bottom line. Intra-company
calling costs have dropped by 50 percent, and Coit Services is saving
approximately 30% on long distance rates in some locations by routing calls
over the most cost-effective path. It also has eliminated $300-$400 a month
in external conferencing services by using the built-in conferencing
capabilities of IP Office instead.
The flexibility of the Avaya system has helped Coit Services extend a
variety of new services to employees. Those who work at satellite offices
where customers drop off rugs and drapes for cleaning now can use IP phones to
access Avaya IP Office and take advantage of the same features available at
headquarters. Commercial sales representatives can use an extension to
cellular feature to have calls made to their office number ring on their cell
phone as well, helping them easily stay in touch regardless of where they
travel. Using IP Office PhoneManager Pro, employees can establish an
auto-attendant for their personal extension with options callers can select
when no one answers.
An easy-to-use graphical interface lets Dykes and the company's general
managers administer the system -- from changing the name associated with an
extension to creating new system greetings and establishing complex call flows.
"As a next step, we plan to add new IP Office systems at three additional
company sites and network our California locations for added cost-savings and
convenience," Dykes said.
About Avaya
Avaya Inc. designs, builds and manages communications networks for more
than 1 million businesses worldwide, including over 90 percent of the FORTUNE
500(R). Focused on businesses large to small, Avaya is a world leader in
secure and reliable Internet Protocol (IP) telephony systems and
communications software applications and services.
Driving the convergence of voice and data communications with business
applications -- and distinguished by comprehensive worldwide services -- Avaya
helps customers leverage existing and new networks to achieve superior
business results. For more information visit the Avaya website:
About Coit Services, Inc.
Coit Services, Inc. is the world's most experienced specialty cleaning
company. Coit provides expert cleaning services throughout North America,
Canada, Great Britain and Thailand. Unquestionably the quality leader in the
carpet, drapery, upholstery, area rug and air duct cleaning industry, Coit
Services is unsurpassed in customer service. To learn more about the company,
visit
About NetVersant
In the rapidly evolving world of convergence, NetVersant offers multiple,
complimentary service platforms to provide total communications solutions:
telephony/VoIP, electronic security, IT infrastructure and wireless/mobility.
From planning and design, to installation and implementation, to certification
and ongoing operational integrity, NetVersant deploys innovative solutions
that operate at maximum efficiency and reliability.
To learn more about NetVersant, visit http:/
/Web site:
http:/
For further information: Media Relations: Barbara Burgess,
+1-908-953-3348, barbarab@avaya.com, or Investor Relations: Matt Booher,
+1-908-953-7500, mbooher@avaya.com, both of Avaya Inc.
Source: NewsWire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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