Amazon Connect Implementation Case Study: Family-owned Publishing Company

This family-owned publishing company with 1,250 employees and locations in four states is the third largest book and magazine printer in the US and Canada – producing, printing, and distributing school yearbooks, books, catalogs, and magazines. In addition, they offer web and sheet printing, digital, and support services to their large network of customers. With a strong focus on customer service and operational excellence, they provide each customer with a single point of contact who is dedicated to their account and backed by a team of subject matter experts for file handling, mailing, distribution, and fulfillment.

The Challenge

This publishing company operates a 40-agent contact center that handles all of the customer service calls for its thriving publishing business. They used various solutions to handle the different ways that customers contact them—one solution for phone calls and another for chat. InterVision approached them with an idea: Let’s do a full migration of your contact center from your current solutions into Amazon Connect.

InterVision recognized they could benefit from advances in contact center technology. The challenge was clear: would the increased functionality of the new call center technology be worth changing the entire contact center, including training agents on new programs, revamping administrative workflows, and the time it would take to migrate teams in different locations to a new solution?

The Solution, Benefits & Outcomes

They answered, ‘Yes!’ and the migration to a cloud-based contact center solution began as did improved results.

Cost Savings – The biggest benefit was the cost savings, realizing a 35% reduction in overall costs. The yearbook business is seasonal, and InterVision delivers a solution with Amazon Connect, rightsizing and paying only for services they use.

Consolidation of Tools and Increased Functionality – Amazon Connect allowed them to unify the majority of their customer service tools creating smoother and more efficient workflows for agents. Instead of having to log into several different places, agents are now able to sign in to just one interface to start handling calls and to access the CRM. Agents can now handle phone calls and web chat from the same application.

System administrators also gained productivity by easily making changes to call trees, agent roles, greeting modification, alerts and changing hours – all quickly and securely.

And inbound customers get an automated menu and call routing that improved customer satisfaction and time to resolution. During high call volume seasons, customer experience maintains its highest level by connecting directly to knowledgeable experts.

Increased Visibility for All Stakeholders Agents now get a view into all customer interactions with expanded tools that give a competitive edge. Contact center managers and supervisors can view agent engagement, react to escalation and customer satisfaction faster than before. Incidents get immediate attention and resolution making agents more efficient and effective.

For leadership, the new system includes visibility on all of the agent and supervisor activity, as well as vital information on how customer engagement is happening, and other statistics as the customer and agent sentiment on a call. This data is all collected and easily accessed by reports so executives can make data-based decisions.

As a bonus, they gave the flexibility for in-office or remote work and is able to easily transition workers back and forth as needed. InterVision accomplished the migration in weeks, not months.

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