Case Study: La-Z-Boy Furniture Galleries enhances customer service with Allstream Unified Communications

"Increased efficiency and productivity with consistent uptime."

Quality customer service is driven by quality communications. La-Z-Boy Furniture Galleries – in the business of giving customers exactly what they want in home furnishings – knew that a flexible, user-friendly telephone system was a critical component of its customer support network. Its existing system, however, was antiquated and unable to meet its needs. Customers calling in to access a specific representative or who needed to reach another location were forced to hang up and call another number, instead of simply being transferred.

Company
Located in Edmonton, Comfort Furniture Galleries—with stores under the name La-Z-Boy Furniture Galleries—is a full line retailer, providing custom residential living room, dining room and bedroom furnishings.

Challenge
With several stores and service locations, La-Z-Boy Furniture Galleries needed a telephony solution that effectively linked its support network, so employees could communicate easily and customers could access any company representative with a single call.

Outcomes

• Fully consolidated communications system
• Substantially reduced long distance charges
• Enhanced quality and scope of customer service and support
• Strengthened business continuity with failover support from different site
• Implemented future-friendly technology
• Increased efficiency and productivity with consistent uptime

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