Custom T-Shirt Retailer Improves Customer Service and Sales Capabilities With Avaya Communications Solution
Broken Arrow Wear Boosts Customer Satisfaction, Increases Customer Sales 15 Percent Over Previous Year With Avaya IP Office
BASKING RIDGE, NJ--(Marketwire - June 3, 2009) - Broken Arrow Wear, a custom t-shirt
printing company and online retailer, recently deployed an Avaya small
business communications solution to improve employee communications,
customer service and sales capabilities. With strong competition in the
online retail space -- and a busy peak summer season just around the corner
-- Broken Arrow Wear required a communications system that was not only
simple to deploy, but also enabled employees to be more responsive to
customers for an improved customer experience.
To achieve this, Des Moines, IA-based Broken Arrow Wear implemented Avaya
IP Office, which in addition to delivering more effective call handling,
provided Broken Arrow Wear with advanced capabilities that allowed them to
incorporate new practices such as telecommuting and work-at-home
capabilities. This enabled Broken Arrow Wear to more effectively handle the
growing influx of orders, and ensure they are prepared for the high volume
of customer inquiries during the summer.
Printing an average of over 2,500 shirts a day, Broken Arrow Wear last year
brought in Avaya IP Office so that their small number of representatives
could better handle hundreds of calls daily. Broken Arrow Wear provides
custom designs for its clients -- a process that involves multiple steps,
urgent requests and tight deadlines. Avaya IP Office's call routing
capabilities improved the process by implementing an 'always on'
communications system that eliminated the need for Broken Arrow Wear
employees to manually take messages, which could easily get lost or
delayed.
With Avaya IP Office, customers now call one number that will get routed to
the appropriate department, whether it's sales, art, information technology
or marketing. This increases customer satisfaction, while enabling
employees to focus on their assigned tasks instead of taking messages or
routing calls. Calls now get to the right place, so that sales people, for
instance, don't get calls that were meant for artists or billing.
"With Avaya IP Office, we have been able to eliminate customer complaints
about unreturned calls due to lost or delayed messages," said Kortni
Stocker, sales manager, Broken Arrow Wear. "This improvement, along with
other Avaya IP Office capabilities, boosted customer satisfaction and
employee productivity, helping Broken Arrow Wear see a 15 percent increase
in sales just over the last year."
The Avaya solution also allows employees to communicate effectively using
three-digit dialing across the company's two offices and remote locations,
enabling better collaboration between its Des Moines and Polk City, IA
locations, while cutting costs by combining two phone lines into one IP
phone system.
A Seamless Customer Service Experience
With its new communications solution, Broken Arrow Wear can now take
advantage of a more seamless, responsive customer service operation. For
instance, Broken Arrow Wear can easily have any employee serve as a
customer agent during peak calling periods by simply moving them into the
sales function. And with Avaya monitoring software, the company can see who
is on the phone and how many calls are being handled to gauge the
effectiveness of its service.
An investment in Avaya IP phones also allows the company to provide
employees with telecommuting options, allowing staff to work at home on an
as-needed basis. No longer limited to its office space, Broken Arrow Wear
can add highly-skilled home-based workers or extend communications
capabilities to employees who need to work from home temporarily.
Telecommuting helps ensure sales leads and orders aren't missed, while
maintaining a top-notch customer experience regardless of where
representatives are located.
As is the case with many small businesses, Broken Arrow Wear was attracted
to Avaya IP Office because of its ability to expand with the company as it
grows. Now, management can easily add phone lines as the company expands
and build a network of representatives that can operate in the company's
network or outside its four walls.
"T-shirts may seem low-tech, but investing in technology is actually our
top priority," added Stocker. "Avaya IP Office gives us the communications
we need to use our people and budgets in the most efficient way. With the
right solutions, we can do what's best to serve customers and employees now
and into the future."
Broken Arrow Wear's system was configured by ITC Communications, an
authorized member of Avaya's BusinessPartner program. The installation
includes Avaya IP Office and phones at Broken Arrow Wear's production site
in Polk City and its headquarters in Des Moines.
About Avaya
Avaya is a global leader in enterprise communications systems. The company
provides unified communications, contact centers, and related
services directly and through its channel
partners to leading businesses and organizations around the world.
Enterprises of all sizes depend on Avaya for state-of-the-art
communications that improve efficiency, collaboration, customer service and
competitiveness. For more information please visit www.avaya.com.
Contact Information: Media Relations:
Jonathan Varman
908-953-6432
jvarman@avaya.com