January 11, 2006
Integrated Customer-Smart VoIP System Breaks New Ground
PrintingForLess.com pushes the technology envelope to enhance customer service
Livingston, MT, March 6, 2006 - PrintingForLess.com, the first and the largest online commercial printing service, announces the launch of a next-generation phone system that uses leading-edge technology to boost customer convenience. After a year of planning and development, the innovative system incorporates Voice Over Internet Protocol (VoIP) technology to be the first-of-its-kind to intelligently route customer phone calls.
While many companies are spending on information technology (IT) primarily to reduce costs and minimize human interactions, PrintingForLess.com designed its system to increase live interactions with customers. The company worked with Toshiba and Oaisys to develop features that allow callers to connect with a knowledgeable service team member within a few rings, all without phone trees or queues.
"Our passion for creating a great customer experience has pushed the technology into a new frontier," says Andrew Field, president and founder of PrintingForLess.com. "We had to blaze new trails to make it all work, even getting our own programmers involved to help take the available hardware and software beyond what they were designed to do. It was well worth it to quickly connect our customers to a live expert no matter how busy we get."
The new system enables employees to better provide personal service to the company's customers nationwide by directly routing customers' calls to their dedicated technical service team, regardless of what company number they dial. Through sophisticated and unprecedented database integration, if the team members are all on the phone or it's a first-time caller, the customer call is routed to another team with a lighter workload who are available to answer the call.
"By leveraging technology, now we can direct customers seamlessly to the right people whenever they're available and balance our teams' workload to ensure that our customers can get through to a live person," says Mark Currence, the network administrator at PrintingForLess.com and the project manager responsible for developing and implementing the new system. "We can also provide faster service now that the customer's information pops up instantly at our fingertips and we don't have to search for their account or order number."
VoIP is a digital technology that converts voice conversations into data and routes them over the Internet or other network. The technology gives PrintingForLess.com the flexibility to add the features and integration needed to both enhance its premium customer service offering and scale its infrastructure for future growth.
PrintingForLess.com is the first and leading online commercial printing company with more than 50,000 small-to-mid sized business customers throughout the United States. Located in Southwest Montana, PrintingForLess.com provides unmatched technical and customer support with instant online pricing and ordering for its full-color marketing materials such as postcards, brochures, stationery and catalogs.