Case Study: Marco Corporation enhances productivity and customer care with a new telephony system

 " Reduced long distance costs and toll charges by roughly 30%."

As part of the implementation, Allstream helped Marco streamline its entire telephony platform. New contact centre technology eliminated the need to have multiple phones on agents’ desks, consolidating queues onto one phone and helping Marco improve its customer service.

Company
Located in Brantford, Ontario, The Marco Corporation offers integrated promotional fulfillment and business infrastructure services to support every type of marketing and promotion.

Challenge
As a company that handles over 10,000 calls a week for major customers across the country, The Marco Corporation requires highly-dependable telephony services. However, its legacy systems were both costly and inefficient.

Outcomes

• Strengthened system reliability with vastly reduced downtime
• Improved contact centre management and customer service with real-time reporting that provides robust statistics for each call and contact centre agent
• Eliminated the need for separate phones for each queue by consolidating multiple queues through each agent’s phone
• Enhanced scalability with a system capable of adding new agents as the company grows
• Reduced long distance costs and toll charges by roughly 30%

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