Website: http://www.mfeservice.com

Problem: Their outdated phone system was costing them money. They were paying too much for their phone lines and getting too little. With locations in Grand Rapids and Kalamazoo they wanted to integrate both systems seamlessly to have a single shared voicemail, offsite extensions, ability to page to the other location and have agents in one location take overflow calls. They also wanted to integrate the ACD (Automatic Call Distribution) with custom software for “screen pops” to serve customers better, faster, and cheaper.

Solution: Exordium Consulting, LLC provided MWFSE with a new phone, voicemail, NetPhone and ACD system to help them achieve their goals. This allows for extensions in both locations to act as one system for quick call handling and collaboration. It also allows for easier management and monitoring of call center agents, call volume indicators and customer relationship manager integration to provide a higher level of service and increase new and recurring sales.