Case Study

Client: Jancor/Quantum 2 Windows

The Challenge:
Like any major building supply manufacturer, Jancor faces the challenges of a market that is experiencing sharp price competition along with immediate access issues related to prospective customers. With locations of dealers located throughout the country, it is paramount that Jancor maintains accessibility to their current as well as prospective customers.

Previous to Jancor's relationship with Worldwide Interactive Services, Inc. in 2001, Jancor contracted with a call center that services many high profile companies such as Sony and Sharp. The call center was to receive incoming calls and relay information to customers and dealers about the closest location for the dealer in their area. The call center would, in turn, retrieve contact information about the customer. Dealers then received information on these customers in order to appropriately follow up.

"The inquiring customer would call in and the call center would tell them the closest dealer in their area. While the customer was on the line, the operator would take their name, address and phone number. At the end of the week the call center would mail out marketing collateral to the inquiring customer and give contact information to dealer for the lead," said Craig Sherritt, Director of Marketing for Jancor. "This promoted a huge problem for us. Often times these opportunities would fizzle out because of false contact information and extended time between follow up," Sherritt remarked.

The most immediate need was the customer who wanted to find the closest dealership. Operators at the call center compiled incomplete or false data for the dealers, and when the dealers finally got back with the inquiring customers, often times it was too late. Jancor needed to find an alternative method.

The Decision:
Sherritt recognized the that there must be a better way of providing these services. He wanted to be able to handle large call volumes without increasing staff, while providing a fast and effective way to respond to customer inquiries and getting the customer in touch with the dealer quicker. He also wanted this system deployed as quickly as possible without incurring the substantial upfront costs and risks associated with buying his own equipment and developing his own application.

Initially, Sherritt was attracted to Worldwide Interactive Services, Inc.'s model since it allowed him to use DTMF hosted voice self-service on a pay-per-call-taken basis. Worldwide Interactive Services, Inc.'s track record of deploying applications in a matter of a few weeks without requiring large upfront purchase costs, or IT infrastructure changes, made it a unique contender. As Sherritt delved deeper, he realized that this would not only provide his inquiring customers with location information, but also get them in touch immediately with their dealers.

Worldwide Interactive Services, Inc.'s voice applications were able to:
1. Integrate with Jancor's existing database systems.
2. Use ANI or zip code to instantly identify and validate the caller's location.
3. Integrate with their existing database and provide them with the closest dealer location based on the caller's location.
4. Connect that caller with the appropriate dealer by placing an outbound call.
5. Manage the call flow according to specific yet customizable criteria set by Jancor.
6. Integrate with existing major telecomm infrastructures such as those provided by Bellsouth and Sprint.
7. Enable Jancor to collect data and call data throughout the month for administrative tools.

The Solution:
Jancor selected Worldwide Interactive Services, Inc. locator service as the hosted application and interface for its dealer locator. Through our application, Jancor customers call a toll free number and are immediately recognized through ANI or zip code. Based on the location of the inquiring customer's location, an instant message is played of the closest dealer location. Those who request to be connected to that dealer are routed to that dealer immediately.

The Results:
Increased Support
By providing an HTML interface accessible on the web, Jancor is permitted to modify their database of dealers. "It was always a nightmare to add or remove dealers from our database with the call center. After numerous emails of lists back and forth between Jancor and the call center often times the databases were update three weeks following the initial request. "Often times our dealer directory was out of date before it was updated.

Increased Customer Satisfaction
Reduced hold times and a prompt response to inquiries improved customer satisfaction at Jancor. The dealers are much happier due to the ability for inquiring customers to be connected instantaneously.

Increased Revenue
Because of the ability to handle increased call volumes, plus the improved productivity of services due to automated interactive voice response, Sherritt estimates that Jancor has been able to save 40% of hard dollars plus an increase in sales.

Looking to expand voice self-service
"The dealer locator service hosted Worldwide's application has been terrific," Sherritt said. Since the deployment of its original application, Jancor has been extremely pleased with its services." It has recently contracted two more of its manufacturing divisions for voice and internet solutions with Worldwide.

Call Center

Initial Set Up

• Deployment Date: July 2001
• Product Modules: Dealer Locator
• Self-Service Calls Per Month: 2,000+
• Productivity Gains: Instant information to customer and connectivity to dealers