Call Center- Cloud Based

Client- Precision Door Service is the largest local garage door repair service in the U.S. with over 90 locally owned franchises. Homeowners choose Precision Door Service over 1000 times a day to repair their garage door and openers,  and NETsystems has been providing the Contact Center Solution for PDS since 2012. 

Issues- 

• The PDS Call Center answers thousands of calls a day, so high availability, reliability, and support was a must.
• To deal with the storms and weather impact, PDS required a cloud-based data center solution.
• PDS migrated to ServiceTitan CRM Home Service Software and needed a PBX interface to track locations, DID’s and populate the screen with customer information.
• Robust Softphone and the ability to select the appropriate franchise caller-ID.
• SMS Texting to both the homeowner and the field service techs.

Solutions-

• Our systems are located in SOC 1 Type II Audited, HIPPA and PCI compliant data center, with N+1 redundant power and cooling systems as well as being on the priority grid for power. With backup systems in data centers in Maryland, Denver and Boston we can offer the highest level of availability.
• Using the Zultys MXV system in our data center, in conjunction with the Zultys Flex communicator Precision Door Service can take maximum advantage of the ServiceTitan CRM software. The Flex communicator software integrates to both browser based and client applications like Goldmine and Salesforce and will pass information such as Caller ID name and number and other Call Added Data to the client applications.
• By implementing the Call Added Data feature of Zultys we are able to show the agent the market name as well as pull downs to select other relevant information about the call. The agent also has the ability to select the franchise code to out-pulse the appropriate caller-ID when calling the homeowner.
• The SIP trunks that NETsystems utilizes include two way SMS texting to allow contact center agents to quickly and efficiently communicate time of arrival and other important information to both homeowner and service technicians.