Cummin Landscape Supply leverages Contivio and NetSuite integration to unify data and track agent performance
Cummin Landscape Supply Acheived
About Cummin Landscape Supply
Location: Atlanta, Georgia
CRM: NetSuite
Customer Since: 2022
Introduction
Cummin Landscape Supply is an industry-leading landscape material supplier that provides sand, soil, stone, and other various landscape products all across the metro Atlanta area. From forklift delivery to DIY projects, Cummin Landscape Supply focuses on enhancing outdoor spaces while providing tier-1 customer service.
Problem
In regard to its sales cycle, Cummin Landscape Supply relied heavily on organic and direct traffic. Cummin did not have the necessary tools in place to field interactions that would transpire after hours and were losing out on countless sales opportunities. The team’s current phone system had zero integrations with their NetSuite CRM and they were struggling to manage customer interactions. With only one channel of communication and zero visibility into call center performance, Cummin was in need of a new call center solution stack.
“Prior to Contivo, I had zero visibility into who contacted us after hours. Now, with Contivio’s reports and analytics, I’m able to track important metrics and capitalize on every sales opportunity.”JUSTIN ANDREWS FOUNDER
Solution
The team wanted a solution that would empower agents to field interactions across multiple channels, deliver comprehensive reporting, and provide tight integrations into their CRM. With Contivio, Cummin was able to leverage omnichannel capabilities that improved customer engagement, and collected actionable insights that the team needed to refine their customer experience.
“Contivio has helped us unify all of our channels into a single centralized platform, integrated to our CRM, and enhanced my reporting capabilities.”JUSTIN ANDREWS FOUNDER
Results
Contivio’s ease of use made it easy to get the team up to speed quickly. With an omnichannel presence across voice, live chat, and SMS, Cummin Landscape Supply is able to field customer interactions while pushing meaningful data back into its CRM. Supervisors now have a variety of reports and analytics to leverage when finetuning their sales process and going after any potential customers that may have called during after-hours.
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