Location: Fountain Valley, California
Customer Since: 2023
Noritz has been an innovator in the water heating industry for over 70 years. They introduced the first modern, electronically controlled tankless water heaters in 1981 and remains the leader in energy savings and superior hot water delivery today. Serving both homeowners & commercial users across the U.S. and Canada, Noritz America offers a broad range of tankless gas water heaters to meet the varying needs of its broad spectrum of customers.
Noritz, a prominent tankless water heater manufacturer, faced a significant operational challenge in its contact center, where an overwhelming majority of inbound calls centered around troubleshooting hot water issues. The intricacies of these support calls, often extended and complex, strained the team of 35 technical service agents. Compounded by the imperative shift to a work-from-home setup during the pandemic, Noritz sought a transformative solution. This study explores how the integration of Contivio addressed Noritz’s distinctive challenges, leading to noteworthy enhancements in efficiency, customer satisfaction, and overall performance.
Noritz grappled with significant challenges in their contact center operations. A staggering 93% of their inbound calls were dedicated to troubleshooting hot water issues, putting considerable strain on their team of 35 technical service agents. These support calls often extended beyond an hour, necessitating a more efficient solution to handle the complexity and duration of customer interactions.
Adding to the complexity, Noritz faced a crucial operational shift as they moved their entire workforce to a work-from-home setup. Amidst this transition, they encountered difficulties with their previous service provider while upgrading their ERP system. Opting for NetSuite as their ERP solution, the lack of seamless integration with their CRM posed a practical hurdle. The existing systems were disjointed, impeding efficient customer interactions and hindering the generation of meaningful insights from customer data. This integration gap not only affected their ability to provide accurate reads and reports but also hampered their overall effectiveness in addressing customer needs. In response to these challenges, Noritz sought a solution that could seamlessly integrate with NetSuite, addressing reporting gaps, and offering a comprehensive view of their contact center performance. The objective was not only to tackle immediate issues but to establish a foundation for sustained success in delivering efficient and superior customer support, especially in the context of the significant workforce shift to remote operations.
“In having to transition our entire team from in office to WFH during the pandemic, we fumbled for a few years, learning how to navigate our new surroundings. After facing a few challenges we've found our new champion, Contivio. Contivio's integrations with Netsuite with screen pops, easily locatable records and reporting capabilities has been a game changer for us and has closed many gaps that we didn't know we had.”STEPHANIE WILSON SR. MANAGER-CUSTOMER CARE AND PRODUCT QUALITY
Noritz strategically turned to Contivio to address the intricacies of their contact center operations. Contivio’s implementation proved transformative, beginning with its seamless integration with NetSuite, unifying their systems for enhanced operational efficiency and accurate data. Leveraging Contivio’s robust features, Noritz implemented a sophisticated queue management system. Specialized queues, including a VIP Queue for high-volume customers and product-based queues for diverse brands and tiers, were introduced. The addition of triage queues optimized the handling of various support issues, directing calls efficiently to the most qualified agents.
Contivio’s reporting capabilities played a crucial role in providing comprehensive insights. In-depth reporting on performance metrics, including SLAs, handle times, and answer rates, not only facilitated regular reporting to the parent company but also formed the basis for a successful employee incentive program. The robust reporting empowered agents with visibility into their productivity, fostering a culture of continuous improvement. Features such as Link-to-Call, Skills-Based Routing, and Queue Call Backs further equipped Noritz to manage their unique challenges effectively.
“Since Contivio’s integration, we’ve seen a remarkable increase in answer rates, resulting in improved customer satisfaction and operational efficiency. Contivio’s ability to provide our team with instant access to caller information and contact history has enabled us to provide superior service to our customers.”KAMERY ISAKSEN DIRECTOR OF OPERATIONS
Contivio’s integration revolutionized Noritz’s operations, yielding significant improvements in efficiency, customer satisfaction, and overall performance. Answer rates soared as Contivio seamlessly integrated with NetSuite, granting agents rapid access to crucial information for accelerated issue resolution. The optimized operations ensured calls were swiftly directed to the appropriate agents, enhancing overall responsiveness.
Central to this success was Contivio’s robust reporting capabilities, providing in-depth insights into contact center metrics through weekly, daily, and monthly reports. Empowered by this data, Noritz not only reported to the parent company but also established a successful employee incentive program. Agents, armed with productivity visibility, actively contributed to enhanced performance, fostering a culture of continuous self-improvement. Beyond metrics, Contivio played a vital role in Noritz’s seamless transition to a remote work environment, with over 40 remote contact center users benefiting from the platform’s intuitive interface, ensuring uninterrupted service during the transition. In summary, Contivio’s integration propelled Noritz into a new era of operational excellence, emphasizing efficiency, accountability, and a customer-centric approach.
In conclusion, Contivio’s integration not only addressed Noritz’s complex challenges but ushered in a new era of efficiency, accountability, and customer-centric operations. The results underscore Contivio’s transformative impact on Noritz’s contact center, positioning them for sustained success in delivering superior customer support.