The Customer
Temco Logistics is a premium solutions provider specializing in the delivery and installation of household goods since 1968. Based in Pomona, California, the company has completed millions of residential and commercial deliveries for some of the largest American retailers. By focusing on bulky products, Temco takes pride in improving the last-mile delivery experience for its customers.
Temco Logistics is a premium solutions provider specializing in the delivery and installation of household goods since 1968. Based in Pomona, California, the company has completed millions of residential and commercial deliveries for some of the largest American retailers. By focusing on bulky products, Temco takes pride in improving the last-mile delivery experience for its customers.
Business Challenges
The logistics sector plays a key role in transporting goods to consumers, but it is often overlooked when it comes to customer communications. With their legacy system, Temco Logistics struggled to manage huge call volumes, inflexible queues and insufficient overall stability. They realized they needed a more effective customer service solution to stand out to their customers and streamline their communications workflows.
Sangoma Solutions
Temco contacted its local Sangoma representative to learn more about Sangoma’s contact center offering, Sangoma CX. During discovery, they found that Sangoma CX offered several advantages over competing solutions, such as ease of use, an intuitive interface and highly valuable reports. Sangoma CX was fully equipped to handle Temco’s high call volumes, averaging 20 000 to 40 000 calls per month and up to 91 000 during sales events. Sangoma CX also stood out for its more affordable, cost-effective price, combined with a superior feature set.
Temco contacted its local Sangoma representative to learn more about Sangoma’s contact center offering, Sangoma CX. During discovery, they found that Sangoma CX offered several advantages over competing solutions, such as ease of use, an intuitive interface and highly valuable reports. Sangoma CX was fully equipped to handle Temco’s high call volumes, averaging 20 000 to 40 000 calls per month and up to 91 000 during sales events. Sanogma CX also stood out for its more affordable, cost-effective price, combined with a superior feature set.
The Results
Temco Logistics now has the infrastructure and features needed to deliver superior customer service. They appreciate the reliability, ease of use and advanced feature set of Sangoma CX. The ability to create and use new queues the same day, switch queues on the fly and easily answer calls on hold with the callback feature has revolutionized their daily operations. Sangoma’s built-in contact center reports have also enabled them to make better data-driven business decisions. Rob Fiedler, Customer Experience Director at Temco Logistics, said: “This system has proven to be one of the best I have ever used in my 15 years of managing call centers.” Fiedler highlighted the most useful aspects of using Sangoma CX, saying: “This system is very user-friendly. My supervisors and agents have a very short learning curve to master this system. There are no conflicts with our other software. The overall value for money has been impressive. I have worked with much more expensive systems that lacked the functionality and stability of Sangoma CX. The initial cost of bringing the system online was significantly lower than that of other systems I have deployed. The monthly costs have allowed me to keep my expenses below those of most BPO options while still offering a world-class service.” In addition to these benefits, Sangoma CX continues to deliver exceptional value to Temco through robust reports that provide the insights needed to make cost-saving decisions and give agents and supervisors real-time feedback. They saved $40 000 in annual labor costs and $20 000 in annual telephone costs, and were able to offer remote-work options to 45 % of staff, further reducing their overhead. He was also satisfied with the level of service and support he receives from the Sangoma team: “Communication [with Sangoma] is exceptional. From sales to support, they always address my concerns and act quickly.”
Temco Logistics now has the infrastructure and features needed to deliver superior customer service. They appreciate the reliability, ease of use and advanced feature set of Sangoma CX. The ability to create and use new queues the same day, switch queues on the fly and easily answer calls on hold with the callback feature has revolutionized their daily operations. Sangoma’s built-in contact center reports have also enabled them to make better data-driven business decisions. Rob Fiedler, Customer Experience Director at Temco Logistics, said: “This system has proven to be one of the best I have ever used in my 15 years of managing call centers.” Fiedler highlighted the most useful aspects of using Sangoma CX, saying: “This system is very user-friendly. My supervisors and agents have a very short learning curve to master this system. There are no conflicts with our other software. The overall value for money has been impressive. I have worked with much more expensive systems that lacked the functionality and stability of Sangoma CX. The initial cost of bringing the system online was significantly lower than that of other systems I have deployed. The monthly costs have allowed me to keep my expenses below those of most BPO options while still offering a world-class service.” In addition to these benefits, Sangoma CX continues to deliver exceptional value to Temco through robust reports that provide the insights needed to make cost-saving decisions and give agents and supervisors real-time feedback. They saved $40 000 in annual labor costs and $20 000 in annual telephone costs, and were able to offer remote-work options to 45 % of staff, further reducing their overhead. He was also satisfied with the level of service and support he receives from the Sangoma team: “Communication [with Sangoma] is exceptional. From sales to support, they always address my concerns and act quickly.”