Kichler Lighting Reduces Call Center Volume by 38% With Web-Based, Self-Service Dealer Portal

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Executive Summary

As business grew, Kichler's customer service call centers faced large volumes of calls from individual dealers requesting information. Dealers would often call to check the status of an order, the availability of an item, or an estimated time-to-delivery for a recently scheduled shipment. The telephony-based call centers restricted customers' access to this information to regular business hours, and they had to go through a Kichler customer service representative to get the information. To improve dealer access to critical business information, Kichler developed a Web-based portal using Oracle WebLogic Server. The Oracle-based portal provides dealers with 24/7 access to information - reducing the cost and speed of dealer transactions, and improving communication with Kichler and among the dealer community to promote increased sales and enhanced service.

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