Call Center On Demand Featured Articles

How the Call Center on Demand Helped the Shipyard Optimize Operations

June 03, 2014

By Susan J. Campbell,
TMCnet Contributing Editor

In organizations around the world, the call center serves as the lifeblood of the business, providing those key touchpoints between the company and the customer base. The organization that hopes to support this important division through low cost and efficient operations often turns to the call center on demand. The Shipyard did just that with a solution from Five9 (News - Alert) and recently shared their success in a case study.

The Columbus, OH-based company is a provider of customer acquisition and marketing services for a wide range of businesses. The Shipyard offers everything from website development and search engine optimization to lead generation, campaign nurturing and inside sales. 

This contact center is used to run various sales and support campaigns for The Shipyard clients. When the company was formed through the merger of two strong brands, however, the foundation consisted of an outdated, premise-based phone server that was prone to crashes. Each time something went wrong, staff had to figure out how to fix it. Such bottlenecks were preventing the company from driving a robust operation.

Such challenges demanded a change and started examining the market for a call center on demand solution. The company needed flexibility to grow and quickly launch campaigns for clients. Key decision makers believed that a cloud-based solution was the only way to go and Five9 offered the features and pricing that appealed to The Shipyard. To bring the solution on board, however, the company would have to change its culture.

With the shift completely underway, Five9 enabled The Shipyard to launch the sales campaigns very quickly and offered complex routing rules, a simpler user interface, the ability to manage multiple campaigns and was quick to set up. Users can simply plug in a headset to a computer and get up and going.

Now, The Shipyard and its inside sales, strategy and digital marketing experts use the platform to manage a large number of outbound and inbound calls per day. Plus, they have the scalability of the call center on demand to increase this capacity as needed.

Company partner and chief revenue officer Ilya Bodner shared in the case study, “Our contact center technology is an important way we distinguish ourselves to our clients. To be able to show all the different touch points we are using to acquire and service customers, whether in a B2B or B2C environment, offers tremendous insight that companies are willing to pay for.

“I didn’t expect Five9 to be such a core part of our business,” Bodner added. “And I didn’t expect that so many of us here at The Shipyard would be talking about Five9. It’s allowed us to track everything we do, without any hearsay. If you’re a medium-sized business and you want a cloud contact center solution with all the bells and whistles, you should choose a company like Five9.”

Edited by Stefania Viscusi