Location: Cleveland, Tennessee
CRM : NetSuite
Customer Since : 2022
Hearth and Grill Sales, LLC is a leading online retailer of Hearth, Patio, and BBQ products based in Cleveland, Tennessee. Company president and CEO, Kevin Tinsley, is a sixth-generation business owner and has been in the hearth and patio industry since 1990. In 1996, he started a local fireplace company primarily supporting builders and developers in the local market. The operation quickly grew and he expanded into larger retail markets with multiple locations. In 1998, the company was one of the pioneers of the E-commerce business developing the website www.hearthsidedistributors.com, which remains one of the top online-producing companies in the industry. Today Hearth and Grill Sales, LLC operates as an online retailer and currently serves over 200,000 customers covering all 50 states.
Hearthside had been running a legacy phone system that was outdated with zero integrations into their CRM. This disconnect of systems resulted in a drop in agent productivity and the company struggled to keep tabs on important metrics related to its call center. Supervisors demanded comprehensive reporting with the ability to track both agents and important call center metrics in real time. The company evaluated multiple providers in the cloud contact center ecosystem, with key criteria: NetSuite integration capabilities, Comprehensive reporting with live analytics, and blended omnichannel capabilities. After one demo with Contivio, Hearthside began to see the potential of utilizing a Cloud-based contact center that fully integrates with their CRM, thus a powerful business relationship was born.
“The live dashboards and historical reports are phenomenal. Contivio Reports have shifted the power back to our supervisors.”KEVIN TINSLEY FOUNDER
Hearthside implemented Contivio’s patented technology to transform their CRM into a feature-rich Cloud Contact Center. Both sales and support teams utilize screen pops for Voice, Email, and SMS, and meaningful customer interactions are stored in their CRM automatically. Furthermore, supervisors have more in-depth reporting showing real-time metrics and configurable dashboards. Contivio also helped to ensure that the deployment went smoothly. During Heathside’s Go-Live a Contivio representative was standing by on a call to answer any questions or provide guidance.
“Contivio from a supervisor standpoint really adds value. I love the supervisor tools like whisper and barge in, this is exactly what we needed.”KEVIN TINSLEY FOUNDER
To further enhance visibility, Contivio’s real-time dashboards provided Hearthside with granular insights across their contact center, supervisors can filter data by queue, agents, teams, and timeframe, and they have options to configure which charts they want to see in front of them. Hearthside can easily identify any trends or outliers within their call center and triage accordingly.
Now at any point in the day, supervisors at Hearthside can visit the Contivio dashboard to review call volumes, real-time agent status, and queue insights filtered by criteria they deem necessary. This true 360-degree view of their business has transformed how the sales and support teams operate which has led to an increase in productivity.
With blended omnichannel capabilities at their fingertips, Hearthside agents have increased their productivity tremendously whilst improving the customer experience and streamlining the lead-to-cash cycle.