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SuitePlus

About SuitePlus

CASE STUDY

SuitePlus Improves Their Contact Center With Skills-Based Routing

About

SuitePlus is a Brazilian information technology and consulting company established in 2007. Specializing in NetSuite implementation, they provide a complete system including full-featured accounting, CRM, inventory and eCommerce.

”Contivio continually impresses us. We incorporate new features daily, enhancing our customer service.

At a glance

Website

suiteplus.com

Industry

Software

CRM

NetSuite

Customer Since

December 2012

Why Contivio
  • NetSuite integration
  • Concurrent User Pricing
  • Skills-Based Routing

Challenges

Had agents logging in from different time zones
Needed a cost-effective solution
Their customers were multilingual and needed to speak to agents who could understand them

Local compliance issues are a frequent barrier within the software industry. In order to successfully implement any type of software, you must verify its compatibility with local and national laws. SuitePlus has identified these issues and developed a fully functional platform to roll out Netsuite in Brazil. Taking into account laws, customs, and language, SuitePlus has hit the Brazil market running with no signs of looking back.

Solutions

One of the biggest hurdles SuitePlus faced was identifying a solution that met their functionality needs, at a reasonable price. Because their agents handle calls at a variable rate, they were looking for a solution that was flexible, not billing their inactive users. With Contivio.com they were introduced to a pricing model based on concurrent users, which was exactly what they were looking for.

According to Marcus Rocha, “Pricing is always a huge factor when it comes to buying software. Fortunately with Contivio.com not only is their product offering substantial, but their pricing is extremely reasonable.”

International companies must structure their workforce to accommodate non-native languages.

Because SuitePlus conducts business both domestically in Brazil and abroad, it is important to have qualified agents to handle calls in other languages. In order to ensure calls are handled by qualified agents, SuitePlus was looking for a solution that could route calls based upon certain skills.

“Skills based routing was a must have feature for our company, with Contivio we rest assured that calls are being routed accordingly,” Says Rocha.

Concurrent User Pricing to Keep Costs Low
Skills-Based Routing to Speak to Customers in the Right Language
THE RESULTS

Case Studies

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Contivio’s Salesforce Power Dialer has been a real Game-Changer for our Sales team

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“Contivio’s Salesforce Power Dialer has been a real game-changer for our Sales team. The reps create their list, hit the start button and start dialing directly from Salesforce. We couldn’t ask for an easier solution!”

Eric Ellsworth

Vice President, Consumer Direct Sales

RMF

We’ve Seen Massive Improvements Since Bringing Contivio on Over a Year Ago.

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“We’ve seen massive improvements since bringing Contivio on over a year ago. We’ve experienced better call quality, and the NetSuite integration is always reliable, which is a big bonus for us. Contivio really makes an impact for our agents on every phone call.”

Janie Ott

Business Process & Systems Manager

Teeter

Contivio has Decreased our Overall Call Handling Times

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“Contivio has decreased our overall call handling times, while increasing our daily work productivity. We also have better reports and visibility across the entirety of our call center. Reps are also emailed to us automatically saving us valuable time.”

Daphne Lim

Project Manager

Extra Space Storage

The Contivio Team has Provided Great Support – During and After Launch.

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“The Contivio team has provided great support – during and after launch. If our Professional Services Engineer isn’t available, the rest of the Support team jumps in to help solve any problems quickly.”

Jeff Rose

National Sales Manager

Twisted Throttle

With Contivio, we’re Able to Get Valuable Insights into our Workforce.

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“With Contivio, we’re able to get valuable insights into our workforce. Are we staffed appropriately, are we missing calls? With these findings, we’ve expanded our operating hours and increased revenue.”

Greg Culler

Rugs Direct CIO

Rugs Direct

The Support we’ve Gotten from Contivio has been Phenomenal

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“The support we’ve gotten from Contivio has been phenomenal. There are countless times I’ve spoken to the team after-hours, and they’ve always been extremely responsive to our needs.”

Tyler Browne

VP Operations & IT

Sustainable Supply

The Entire Process, Purchase to Go-live Took Mere Days.

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“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.”

Justin Stevens

Director of Domestic Operations

Alton Lane

Contivio’s Software Helped Bring our Contact Center into the 21st Century.

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“Contivio’s software helped bring our contact center into the 21st Century.”

Amy Nelson

Operations Manager

LivOn Labs

Contivio Continually Impresses Us. We incorporate new features daily.

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“Contivio continually impresses us. We incorporate new features daily, enhancing our customer service.”

Marcus Rocha

Client Fulfillment Manager

SuitePlus

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