Managing a vast network of nearly 6,000 stores across North America and over 25,000 worldwide is a formidable challenge. For one major convenience store chain, the primary hurdle wasn’t in-store operations but the inefficiencies behind the scenes.
Support teams were working in separate systems, and they knew something had to change. That’s when they turned to Telvista.
The Problem: Too Many Help Desks, Not Enough Help
The client’s main challenge was improving contact center efficiency while gaining more control over cost management. They also needed to consolidate operations from multiple help desks, including Maintenance, Loss Prevention, Franchise Customer Relations, and Enterprise Help Desk, into a single, centralized CRM system.
The Solution: Streamlined CRM and Smarter Support
Telvista created a comprehensive strategy to streamline support operations:
Centralized CRM System: Consolidated all help desks into a single, intelligent CRM platform, ensuring seamless tracking and resolution of support tickets.
Interactive Voice Response (IVR) Implementation: Introduced an automated phone system capable of handling routine inquiries, reducing the dependency on live agents.
Multi-Channel Support Access: Enabled store employees and contractors to seek assistance via phone, web, and IVR, offering greater flexibility and convenience.
Data-Driven Workflow Optimisation: Analysed call types, arrival patterns, and workflow processes to refine support strategies and enhance agent preparedness.
The Results: Less Stress, More Savings
After putting the new system in place, the company saw results fast:
- 8% fewer calls coming into the help desk
- 53% more tickets submitted online each month
- 6,500 calls a month are handled by the new automated system
- 25% lower cost to create each support case
- Faster help and shorter wait times for both employees and contractors
Benefits of CRM Automation in BPO Services
By automating routine tasks and organizing all support interactions into one system, CRM automation helps:
- Resolve cases faster
- Reduce agent workload
- Lower overall support costs
- Track customer issues across multiple channels
- Improve customer satisfaction scores
Whether you’re running a help desk or managing customer support for millions, automation is no longer optional, it’s how you stay ahead.
Ready to Improve Your Contact Centre?
If your team is dealing with slow support systems, rising costs, or too many disconnected tools, Telvista can help. We’ve been helping businesses like yours run smarter, more efficient contact centers for over 20 years.
Contact us today for a custom solution that fits your goals.
FAQ: Outsourcing, Automation, and Contact Centers
1. What is contact centre outsourcing?
It’s when a company partners with a third party to handle some or all of their customer service, tech support, or help desk functions. This often includes voice support, chat, email, and back-office work.
2. How can CRM automation save money?
Automating repetitive support tasks reduces the number of calls agents have to take. It also cuts down on case handling time, improves resolution rates, and lowers labor costs.
3. Will outsourcing hurt the customer experience?
With the right partner, outsourcing improves customer experience. You get trained agents, faster response times, and technology that works behind the scenes to keep everything running smoothly.
4. What industries benefit from CRM automation and BPO?
Retail, telecom, eCommerce, healthcare, finance, any business that needs to handle high volumes of customer interactions.