Who hasn’t been thrilled to receive a beautiful bouquet of fresh flowers on a special occasion?
A lot goes on behind the scenes to make that happen, and Teleflora® is a major driver of this process, connecting customers to more than 33,000 member and affiliated florists all over the world.
In short, florists depend on Teleflora to get it right. Jeff Griffith, Director of TelCo and IT Services, describes it this way: “When the florists succeed, Teleflora succeeds. If we stumble, that impacts the florists’ bottom line.”
Although Teleflora was doing well, it suspected that it could be doing much better. Griffith says the company knew it was losing calls — and business — especially during peak times over major holidays.
With “five disparate call centers, each with its own PBX-ACD,” capacity couldn’t be expanded without upgrading outdated systems.
The move to NICE’s CXone integrated call center cloud technology proved to be a winner almost immediately. "Right off the bat, we were answering all the customers’ calls,” Griffith says.
“On Valentine’s Day that first time on CXone, we actually had 64% more offered calls than the previous Valentine’s Day! So now we knew how many calls we were actually blocking once we were allowed to take everything on a platform that scales to that. Obviously, when you can handle all your traffic, you’re going to make more money for yourselves and your florists.”
Scaling during peak periods means bringing on 40 to 100 people every day, who, Griffith says “flow right into (CXone’s) WFO solution.”
The consistency that a single platform for its call center technology affords saves “tons and tons of time” and has made training easier for agents who no longer have to learn five different interfaces.
Agents who interact with customers can now provide the “same high level response and care across all channels” he says.
For Teleflora customers, too, CXone has made a big difference.
“With NICE CXone, we can deliver a fast, reliable and consistent customer experience,” Griffiths says. “Customers walk away going, ‘Wow, that wasn’t hard at all. They took care of me, and gave me the channel I wanted to do it with. I walked away happy.’”
Learn more about how CXone is helping Teleflora, its agents, florists and customers all grow and thrive.