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KVH wanted to build a customer relationship management system capable of handling an increasing number of calls and keep workforce expansion to a minimum. The challenge was to launch new local services quickly by leveraging industry best practices included in the CRM software and keep the focus on the customer across sales and support to enhance satisfaction. KVH enabled staff to handle close to triple the number of support tickets and almost four times the number of customer calls, with only a 14% increase in workforce numbers.
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