Client Profile: National Construction Leader
A leading national construction company faced major communication challenges across their multi-state operations. The firm specialized in heavy civil, commercial, and residential projects. With expertise in road building, paving, site development, and underground utilities, their brand and reputation for quality work was being undermined by inefficient customer support processes.
The Challenge
Operating across multiple states with different time zones presented significant communication hurdles:
- Scattered customer support across different office locations
- Inconsistent handling of service hours and holiday schedules
- Extended call wait times, frustrating clients and prospects
- Support ticket backlogs affecting project timelines
- Need for a non-premise based solution that could unify operations while respecting regional differences
The Solution: Anywhere365 Omnichannel CCaaS
After careful evaluation, the construction company implemented Anywhere365, a cloud-based contact center solution, featuring:
- Dialogue Studio: Advanced call flow configuration allowing customized Universal Contact Centers (UCCs) for each office location
- Time Zone Intelligence: Automatic handling of different operating hours and regional holidays
- Microsoft Teams Integration: Seamless call routing to agent Teams clients for faster response
- Intuitive Agent Interface: Streamlined call management and transfer capabilities
Remarkable Results in Just 90 Days
The implementation delivered immediate, measurable improvements directly impacting customer satisfaction:
- 30% reduction in customer wait times
- 42% faster ticket resolution
- Customer satisfaction scores increased by 25%
- Regional compliance maintained while achieving operational unity
Client Testimonial
“Anywhere365 transformed how we communicate across our multi-state operations. We now maintain our regional identity while providing consistent, high-quality support to all our clients regardless of location. The Teams integration has been a game-changer for our staff productivity.” — Operations Director
Ready to Transform Your Multi-Location Communication?
Contact our solution specialists today for a personalized demonstration of how Anywhere 365 can streamline your multi-location operations.
Schedule Your Demo | Call: 470-888-9995 | Email: sales@brilliancypath.com