OAISYS Stanley Steemer Case Study
OAISYS Stanley Steemer Case Study
OAISYS Stanley Steemer Case Study
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Our Customers Speak for Our Solutions<br />
An <strong>OAISYS</strong> <strong>Case</strong> <strong>Study</strong><br />
<strong>Stanley</strong> <strong>Steemer</strong><br />
San Diego, California<br />
For more than 60 years, <strong>Stanley</strong> <strong>Steemer</strong> has been bringing<br />
cleaner, more comfortable homes to America. To service<br />
customers nationwide, the company boasts over 300 locations<br />
in 48 states. From their beginnings as a humble, one-man,<br />
one-truck operation in Columbus, Ohio, <strong>Stanley</strong> <strong>Steemer</strong> has<br />
grown significantly—all because they're driven to deliver the<br />
best, and proud to stand behind every service 100 percent.<br />
The San Diego <strong>Stanley</strong> <strong>Steemer</strong> franchise is dedicated to<br />
upholding the values that made their parent company the<br />
success it is today. They’re focused on delivering their best<br />
across all facets of the business—outstanding people, superior<br />
equipment, and exceptional services. When the time came to<br />
upgrade their business communications system, they<br />
recognized it as a golden opportunity to further enhance their<br />
customer service.<br />
“At the time, one of the requirements for the phone system was<br />
that we be able to record all inbound and outbound calls. When<br />
we talked to [Mitel], we told them that was a high priority, and<br />
they recommended the Talkument system,” said Marcia Gwin,<br />
Marketing Director for <strong>Stanley</strong> <strong>Steemer</strong> of San Diego.<br />
Talkument, the voice documentation and collaboration<br />
software from <strong>OAISYS</strong>, allows users to store and organize digital<br />
recordings of important business telephone conversations.<br />
These recorded interactions, or voice documents, can be used<br />
to improve business practices and increase the productivity and<br />
collaboration of an organization’s workforce.<br />
“Most of our initial contact with customers is by telephone and<br />
with any home service provider, particularly the carpet cleaning<br />
industry, you’ll hear, ‘well, I was quoted this, and when the<br />
technician got to my house, they said the price was this,’ and<br />
that’s always a huge concern because whatever you quote, you<br />
want your technician to be able to deliver that same<br />
information when they arrive,” Gwin explained.<br />
Finding a way to address that occurrence was of particular<br />
importance to Gwin. “We’ve had multiple occasions where a<br />
customer said, ‘your customer service rep promised me this,’ and<br />
[with Talkument] we can now say we record every call and we<br />
will be more than happy to listen to the call again, and if we<br />
promised that, we will deliver that service. It’s amazing how<br />
many times that will resolve the issue promptly; it’s wonderful,”<br />
she said.<br />
Gwin has also been pleased with how the Talkument software<br />
has enhanced communication and collaboration levels<br />
between <strong>Stanley</strong> <strong>Steemer</strong> employees in the field and those in<br />
the office. “When you have technicians in the field and customer<br />
service reps on the phone, there is sometimes banter on ‘what<br />
are they doing up there, what are they promising?’ I can call my<br />
technicians into the office and say ‘this is what was said on the<br />
phone,’ and it has brought some goodwill between those two<br />
groups. [The technicians] can actually hear what our customer<br />
service reps are saying. It’s not one of those ‘he said/she said’<br />
scenarios anymore, they can all listen, and they get along much<br />
better,” elaborated Gwin.<br />
The insight gained by having calls readily available for review<br />
with agents has been especially valuable for <strong>Stanley</strong> <strong>Steemer</strong> as<br />
it relates to training and development. Gwin said, “Customer<br />
service people say, ‘gosh, I didn’t know I sounded like that,’ or ‘I<br />
didn’t know my tone came across like that.’ ”<br />
“All of our managers have a call assessment sheet, and we will<br />
periodically listen to calls for the different customer service reps.<br />
I have a checklist of all the things they are supposed to hit, the<br />
greeting, the mentioning of the products, the confirmation of<br />
the date and time of service.
In my spare time, I might have Talkument up at my desk and I’ll<br />
be playing a call in the background and critiquing the call. We<br />
use that for a variety of things, [such as] to incentivize those<br />
people if they get a high grade on a call, we might give them a<br />
gift card,” Gwin said.<br />
Gwin also explained that the Talkument solution has allowed the<br />
team to eliminate any unnecessary burden on customers when<br />
obtaining their information. “We have had situations where<br />
we’re speaking with a customer and we’ll get disconnected, and<br />
we haven’t captured their phone number yet, or we were<br />
entering their information and our [CRM] system went down<br />
temporarily, and we lost what we entered. Before, we couldn’t<br />
recoup that. All we have to do now is pull up the call and listen<br />
to it as if we were having the initial conversation and we don’t<br />
have to call the customer back and let them know what<br />
happened,” explained Gwin.<br />
So, I invested the hour and at the end, I said ‘this is the one—I<br />
don’t care what phone system we buy, we have got to have this<br />
Talkument system,’ “ shared Gwin.<br />
Talkument has made a positive impact not only with Gwin, but<br />
also the entire organization. “I’m not alone in my joy of having<br />
the Talkument system available to us. The owner, he says, ‘this is<br />
the best thing that’s happened to us in a long time. It’s my<br />
favorite part of the phone system,’ and other managers mirror<br />
that as well. So, it’s not just me, it’s all of the users and actually<br />
our other staff who are involved with listening and hearing<br />
themselves—they like it too,” Gwin said.<br />
“We enjoy the product, we like everything about it, and I<br />
encourage others to use it. If they’re undecided if they want to<br />
use Talkument, they can call me and I’d be happy to speak with<br />
them,” concluded Gwin.<br />
Talkument’s ability to provide full insight into an interaction has<br />
helped <strong>Stanley</strong> <strong>Steemer</strong> to effectively resolve any customer<br />
issues that arise. “You get all the detail and you get the tone and<br />
inflection. With complaint resolution, you can hear every call<br />
regarding the topic, so anyone listening has the exact same<br />
information. That is critical in resolving customer concerns,” said<br />
Gwin.<br />
Gwin believes the Talkument solution has contributed to the<br />
continued financial success of <strong>Stanley</strong> <strong>Steemer</strong>’s San Diego<br />
operation, saying, “I think quality of service has increased. If it<br />
gets us repeat business because of the way we resolve a<br />
customer concern, that’s worth its weight in gold. If training is<br />
better, service is better; you’ll have more customers and they’ll<br />
come back.”<br />
Another unexpected benefit of the solution that has impressed<br />
Gwin was presented by Talkument’s unique call visualization<br />
feature, which displays all activity that has occurred during a call.<br />
“I can go on to the Talkument system and follow a call through. I<br />
can trace a call from the time it hit my phone until the<br />
conclusion, and how long it took to get from point A, to point B,<br />
to point C and every person it touched along the way,” said Gwin.<br />
Use the playback controls below to hear<br />
an audio version of this case study.<br />
Gwin was extremely thorough in her research and<br />
understanding of Talkument before deciding to purchase the<br />
solution. In fact, Gwin took advantage of the free web-based<br />
training tools <strong>OAISYS</strong> provides to learn more about the solution<br />
and to ensure that it would fully meet the needs of her business.<br />
“I went online [and completed] the Talkument training so that I<br />
would be familiar on the usage of the system before we made<br />
the decision to buy. I wanted to see ‘is this user friendly for me,<br />
can I learn it quickly, can someone else learn it quickly, and is the<br />
system going to do exactly what I want it to do.’