The
Problem
With
rapid
turnover
of
popular
items,
a
vast
inventory
of
thousands
of
SKUs,
and
turbulent
demand
patterns
that
vary
from
store
to
store
and
region
to
region,
how
do
you
maximize
the
value
of
phoned-in
inquiries
to
your
office
supply
stores?
When
customers
call
your
business,
chances
are
they
need
something
immediately.
Urgency
makes
them
impatient.
Approximately
30%
and
more
of
all
calls
into
retail
businesses
fail.
Customers
hang
up
if
they’re
kept
on
hold
too
long,
bounced
around
from
one
department
to
another,
or
placed
on
hold
and
abandoned.
Yet
each
call
represents
potential
over-the-transom
revenue.
How
can
you
handle
each
call
on
the
first
ring
to
increase
the
average
order,
delivery
superb
customer
service,
tailor
your
offerings
for
diverse
markets,
and
innovate
to
differentiate
your
business
from
competitors
–
all
while
controlling
costs?
The
Solution
Vision
Ones
Retail
Solution
supports
all
the
communications
needs
for
your
office
supply
business
by
automating
responses
to
routine
calls
and
having
a
proactive
voice
dialogue
with
callers.
Each
caller
served
by
the
system
is a
caller
offloaded
from
busy
store
personnel.
Vertical
solutions
are
deployed
in
thousands
of
stores
across
the
nation.
With
real-time
access
to
inventory
and
backorder
databases,
our
system
assures
that
customers
have
fast,
convenient
access
to
accurate
information
and
even
order
fulfillment
–
and
that
no
phone
call
is
dropped
or
missed.
Vision
Ones
Retail
Solution
also
enables
system
administrators
to
monitor
and
control
each
branch
store’s
communications
infrastructure
from
a
central
location.
It
generates
real-time
consolidated
reports
about
call
traffic
and
caller
behavior,
enabling
executives
to
better
evaluate
call
traffic
patterns,
the
quality
of
call
handling;
the
occurrence
of
peak
calling
times
and
call
failure
rates
to
optimize
staffing,
quickly
adapt
to
changing
conditions,
and
track
statistics
on
communications
infrastructure
usage
store
by
store
for
cost
containment
measures.
With
this
detailed
information
on
the
voice
channel,
store
management
is
better
able
to
staff
properly,
to
eliminate
over-provisioning
of
communications
resources,
and
to
know
with
assurance
when
and
where
to
add
new
services.
This
proven,
cost-effective
solution
provides:
- Real-time links to databases of customer information, inventory and special sale items for real-time, localized response to customer requests
- Historical trend analysis and reporting
- Automated service response for on-premise customer inquiries
- Customer order automation
- Targeted on-hold messaging
- 24/7 access to information on store location and hours of operation
- Visibility into store and employee performance, and how well customers are being served
- Callbacks to customers for order pickup reminders, reducing returns to stock
- Forwarding of calls, when appropriate, to another department or a centralized call center
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