Teeter Finds Relief Using Contivio’s Call Center Software
Since 1981, Teeter has been committed to helping individuals relieve their back pain. Teeter is best known for their high quality inversion tables and products that help relieve back pain naturally.
”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.
Experienced poor connection quality
Had limited access to call recordings
Inconsistent NetSuite updates added manual work
For decades, Teeter’s mission has been to set an example for safety within the fitness industry, and to strive for excellence in product quality, support and service. Since their history of loyal, satisfied customers has helped to establish Teeter as one of the most trusted names in fitness, Teeter relies on a fully functioning Call Center to continually go above & beyond for their customers.
When Teeter went live with NetSuite in 2013, they knew they wanted a Contact Center with seamless CRM integration to better service their customers. They decided to implement an industry-leading Cloud Contact Center solution, but quickly learned that their choice was not living up to expectations. Their new vendor’s customer support team was slow to respond, they experienced poor connection quality, and their NetSuite integration didn’t work 100% of the time. When call logs failed to sync with NetSuite, Teeter found that their agents were wasting valuable time by manually inputting information into NetSuite, or simply not entering any notes at all. This inconsistency led to a lot of internal confusion, as agents are goaled based on number of calls handled.
In addition to the issues they were experiencing, Teeter was also looking for an easier and more secure way to store their call recordings. Their old software was not able to store the call recording URLs in NetSuite automatically, and the recordings could only be accessed by an administrator, which added a lot of work for the Business Process & Systems Manager, Janie Ott. Once they found out Contivio had all of the integrations their current vendor had, plus the ability to store call recording URLs in NetSuite, they knew they met their match.