Hoveround Successfully Navigates Customer Service - Increases Lead Conversion 116%

You may be familiar with the Hoveround name, even if you haven’t used it products. That’s because Hoveround is the largest direct-to-consumer manufacturer of power wheelchairs in the U.S., and its mission is a powerful one: The 25-year-old company is dedicated to improving and enriching lives through improved mobility.

But Hoveround’s contact center, which plays a pivotal role in servicing current customers as well as calling prospects, just wasn’t keeping up. Its old on-premise PBX, 700 phones and 400 agents were all working hard—but weren’t taking the company where it needed to go. The system was inefficient and costly. Inbound/outbound agents were completely segregated, making workflow distribution uneven. And most importantly, perhaps, the on-premise PBX wasn’t integrated with Hoveround’s CRM.

Once Hoveround made the move to NICE inContact CXone cloud contact center platform, however, things really took off. Selecting NICE inContact CXone turned out to be much more than an affordable, practical decision. The company says that CXone Personal Connection, in particular, has been a real game-changer and in many ways, has revolutionized Hoveround’s contact center.

In fact, Hoveround, a NICE inContact customer since 2011, was one of the first companies to use CXone Personal Connection, a patented proactive outbound dialer that generates more revenue and fewer hang-ups. “Our lead conversion increased by 116 percent, which is almost unheard of, and it’s all done through the CXone platform, ” says Jan van Dalen, Hoveround’s Director of Information Technology.

With a suite of CXone products, which also includes CXone Automatic Contact Distributor, CXone Interactive Voice Response, CXone Reporting and CXone APIs, Hoveround shows no signs of slowing down any time soon.  While the contact center handles 42 percent more calls than it did before, the company has been able to reduce head count by 38 percent—just by moving to a fully blended environment. This, in turn, has also meant a whopping 28 percent reduction in costs!

van Dalen offers this advice to other contact centers looking for a solution that combines inbound and outbound functionality: “…NICE inContact is your best choice.” Learn more about how NICE inContact CXone keeps Hoveround in the driver’s seat, moving full speed ahead!