A retail goods chain with more than 300 convenience stores across six states in the southeast U.S. - most of which connect to gas stations – is known for its friendly and helpful customer service. As a fast-growing business, it struggled to keep up with the demands of the digital age and needed an innovative solution to track its phone call metrics in the same system as the rest of its data and could host its 20 users.

Before coming to our team, the retail goods company used Genesys – a telecommunications software - to track phone call metrics, including call volume, average wait time, and handling time. The call system metrics were separate from the rest of their information. This made for longer call and wait times and made it challenging to provide a consistent and seamless experience for its customers. Service requests ranged from the number of points on the loyalty card to a gas pump issue to a bathroom issue, which all needed to route to different depts. Project requirements also included the incorporation of IVR (interactive voice response), call recording, supervisor observation, and workforce management (people working shifts, breaks, etc.).