A subsidiary of Systemax Inc., Global Industrial has spent over 60 years as the leading supplier of private label and brand name industrial equipment and supplies to businesses throughout North America. The company sells more than 1,000,000 industrial, material handling and business products through its website, corporate sales and catalogs.
Obviously, customer support is an integral part of the Global Industrial’s operations, customer satisfaction and continued growth. But as the company continued to expand, its old on-premise system could no longer deliver the goods. Moving to NICE inContact’s CXone cloud customer experience platform has made a world of difference.
Of the many issues Global Industrial was having with its old contact center system, one was especially critical: The company had no visibility into important customer metrics and therefore, says Systemax CIO Manoj Shetty, “We had no idea if we were delivering high quality service.” Accessing real-time reporting and dashboards has provided key insights that have resulted in reduced wait times and abandon rates, shorter average call duration and improved quality in customer interaction. Global Industrial’s overall service levels have improved by 4%. And at the opposite end of the spectrum, the company now has the ability to identify, track and resolve any issues that arise, which it didn’t before.
But the increase in customer satisfaction likely wouldn’t have happened without an improvement in the agent experience, too. CXone Quality Management Enterprise has enabled visibility into agent performance, which in turn, has led to more effective coaching and ultimately, improved agent productivity and satisfaction.
Global Industrial has also adapted its offerings in response to customer preferences, adding self-service capability, which customers like for quick requests like checks on balances or orders; and email, which has given customers a popular, efficient channel as another choice.
Global Industrial itself continues to be a satisfied customer of NICE inContact. Says Shetty: “Our customer satisfaction has gone up, because there’s less wait time and more automation, and we’re delivering higher quality service.” Sounds like win-win!