The SCOOTER Store now successfully manages 6 times more calls per day, while improving agent productivity, customer satisfaction and sales
Leesburg, Va., Feb. 8, 2011– Interactive Softworks, a provider of customer engagement solutions, announced today that The SCOOTER Store, the nation’s leading provider of power mobility solutions and services, has successfully implemented the company’s solution to manage its contact center operations. Interactive’s customer engagement solution enables The SCOOTER Store to more efficiently manage the company’s database of 3.5 million sales leads and increase call volumes by six times to more than 14,000 customer calls per day. Additionally, the solution allows The SCOOTER Store to improve agent productivity and campaign effectiveness, ultimately leading to better customer experiences and more customer acquisitions.
Over the last nearly two decades, The SCOOTER Store has significantly expanded its customer base, largely driven by multi-channel direct marketing campaigns and affiliate physician relationships. During this time, the contact center struggled to keep pace with the company’s growth and rapidly changing business demands. Interactive’s contact center software and customer engagement platform, VoiceNet, provides The SCOOTER Store with real-time visibility into contact center performance, including agent activities, campaign delivery and demand-generation, ultimately resulting in better customer experiences and increased acquisitions.
“With Interactive Softworks’ solution, we have combined contact center, outbound calling operations and analytics in a single system,” said Brian Mullaney, senior vice president of the customer contact center at The SCOOTER Store. “Our employee-owners are more productive and the system is easier to maintain. The solution also enables us to respond more quickly and efficiently to people who express a need for our products. This allows us to address each person’s unique needs, resulting in more sales and happier customers.”
The openness of Interactive Softworks’ solution has enabled The SCOOTER Store to integrate their internal systems and data, empowering the business to create and control more than 20 direct marketing campaigns at any one time. Additionally, the flexibility of the system has helped the company adapt to new challenges, such as more stringent quality guidelines and changes in Medicare, as they occur.
Brenton Farmer, CEO and co-founder of Interactive Softworks, said, “The SCOOTER Store is a great example of an organization that is implementing open customer engagement solutions in order to drive effective acquisition campaigns and personalized communications with their customers. The SCOOTER Store continues to lead in this market, and we are pleased to partner with them to help manage future growth, especially as the baby boomers begin to retire this year.”
About The SCOOTER Store:
Since 1991, The SCOOTER Store has helped provide freedom and independence to more people with limited mobility than any other company in the nation. The company offers power mobility solutions, including power wheelchairs, scooters, lifts, ramps, and accessories, in 48 states. The company also provides Home Care products and services in some locations. Using these solutions provides today’s seniors an alternative to living in nursing homes or other care facilities. The company’s goal is to create an opportunity for every senior or disabled American to live their entire life safely and confidently at home. The SCOOTER Store was recently recognized by FORTUNE magazine in its prestigious 100 Best Places to Work For in America for the second time. The company is accredited by the Accreditation Commission for Health Care. For more information, visit www.thescooterstore.com.
