Customer Story: Alton Lane

Precision Meets Affordability

What if we told you the quality of a Savile Row suit is available stateside for fractions of the cost? If you think we are crazy you’re in for a special treat. Alton Lane, backed by a team of entrepreneurial go-getters developed a framework to provide hand-crafted luxury suits, at much more affordable prices. With a vision to provide men with clothing they truly want, Alton Lane has been rapidly expanding its footprint throughout the US. With Plans to open 50 showrooms across the country in the next few years, a fully supported cloud solution was vital.

Multi-site Scalability

Given their surge in popularity over the past few years, Alton Lane continues to open new showrooms throughout major cities. With growth dictated by customer demand, Alton Lane needed a contact center solution with on-demand scalability. With Contivio.com’s cloud-based solution, Alton Lane’s service and support team is capable of expanding at any time. With a fully functional back-office suite, adding new showrooms has been a mere breeze for Alton Lane and their staff. Just ask Justin Stevens Director of Domestic Operations, “The entire process, purchase to go-live took mere days versus our past on-premise deployments that took months. I couldn’t have done what we did with Alton Lane with a traditional vendor.”

The Total Package

Alton Lane understands that men have varying body sizes and self-image. Every customer is unique, which is why the customer service experience should be no different. As a market leader, building their customer facing environment off a strong foundation was vital to their business process. The trick was to find a solution that personified their beliefs, while tackling the heavy lifting. As Justin put it, “Alton Lane partnered with Contivio because of its scalability. The Operations team opens showrooms fast (in some cases less than 5 weeks) so we were looking for a solution and a team behind that solution that can support the company’s rapid growth.” By having Contivio.com provide the necessary infrastructure, Alton Lane’s core value of tier-1 customer service continues to evolve for the better. So much so that competitors are being left in the dust, as Alton Lane’s fun, relaxing and engaging experience is grabbing the attention of customers worldwide.

At a Glance

Websitehttp://www.altonlane.com

Industry: Retail

CRM: NetSuite

Customer Since: March 2014

Why Contivio?

  • Scalability
  • Ease of Deployment
  • NetSuite Integration

Quality Products at Quality Prices

Selling great products at affordable pricing is always challenging. As fashion visionaries, Alton Lane accounts for this by keeping the entire process in-house. By hand selecting fabrics, sewing and sizing on site, Alton Lane can provide top-tier designs well below market value without compromising on quality. Contivio.com takes a similar approach to deploying their contact center. Everything comes standard, out-of-the-box, capable of delivering the service through all media channels – voice, voicemail, chat, SMS, fax and email. Aside from product depth, Alton Lane targeted CRM integration as one of the underlining requirements. After a short demo of Contivio.com’s screen pops, Alton Lane was a quick believer in CloudConnect seamless integration ability.

“Alton Lane’s expertise is Men’s Fashion and Customer Experience, we want the customer experience to be as great on the phone and online as much as it is a unique and memorable experience in one of our 7 showrooms across the country.”

Justin Stevens, Director of Domestic Operations
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