About Max Finkelstein
CASE STUDY
Max Finkelstein Improves Their Contact Center With Dynamic Routing
Company Story
Max Finkelstein, Inc. provides quality products, competitive prices and reliable service to consumer and commercial retailers, redistributors and service providers throughout the Northeast and Mid-Atlantic United States. With 16 strategically located distribution centers across the Northeast and Mid-Atlantic, Max Finkelstein, Inc. has become one of the nation’s largest independent, family-owned tire distributors of passenger and light truck tires. We pride ourselves on the quality of the brands we carry, including Goodyear, Dunlop, Kelly, Bridgestone, Firestone, Fuzion, Pirelli, Kumho, Falken, Fuzion, Kenda, Presa and Vercelli.
”Contivio continually impresses us. We incorporate new features daily, enhancing our customer service.
At a glance
Website
Industry
Software
CRM
Home Built
Customer Since
December 2019
Why Contivio
- Enterprise Reporting
- Concurrent User Pricing
- Skills-Based Routing
Challenges
Managing ever changing customer expectations
Needed a cost-effective solution
Looking to unify both Voice & Chat under a single umbrella.
Looking for ways to expand their core communication channels, Contivio’s Voice & Chat solution was vital. With the demands of customers ever-changing, supervisors were in need of more tools and comprehensive reporting, whereby they could track important metrics and keep a closer eye on their end users. They also needed a call center solution with omnichannel capabilities ensuring all interactions are accessible within a single admin console. Lastly, MFi was searching for a call center solution that would add value to their business without them breaking the bank during the implementation and setup process.
Solutions
One of the biggest hurdles MFi faced was identifying a solution that met their functionality needs, at a reasonable price. Because their agents handle calls at a variable rate, they were looking for a solution that was flexible, not billing their inactive users. With Contivio.com they were introduced to a pricing model based on concurrent users, which was exactly what they were looking for.
According to John Goleeke, “Pricing is always a huge factor when it comes to buying software. Fortunately with Contivio.com not only is their product offering substantial, but their pricing is extremely reasonable.”
Pure Transparency across all queues and teams essential.
Contivio’s real-time dashboards and reports, across multiple media channels, provided for a deeper comprehension of metrics. MFi leveraged this data to track agent and queue performance, improving agent efficiency and overall customer experience. Contivio’s easy-to-use admin console also provided dynamic tools all at MFi’s disposal. Across multiple media channels, agents are now able to log disposition codes, take notes, and ensure this important data is tracked in reports.
Concurrent User Pricing to Keep Costs Low
Priority & Skills Based Routing
Enterprise Quality Reports
Results
MFis administrator can add new users, adjust queue settings, and set agent skills & competencies, within mere minutes using Contivio’s Administrative Portal. Features like Skill-based routing & Priority-based queuing have improved their customer experience tremendously. Callers are promptly routed to agents that are equipped to deliver the highest level of customer care every single time.
Additionally, Contivio offers several layers of reporting that can be previewed, exported, or emailed from within the Administrative Portal. Leveraging these reports, MFi now has a high-level understanding of their Contact Center activity, whereby they can pull metrics such as daily call volumes, total inbound vs. outbound calls, and overall IVR abandonment rates.
Because Contivio only invoices based on the total number of concurrent users, MFI never has to worry about paying for agents who aren’t using the software. Contivio's enterprise technology offered at an SME price point has saved MFi countless dollars.
THE RESULTS
Case Studies
I wish we made the decision to use Contivio sooner. We love everything about the product, including their ongoing support.
Our team loves using Contivio simply put. They have hit the mark on any promise ever made and continue to exceed expectations.
We’re are able to get valuable insights into our workforce. With these finding our revenue increased by applying what we learned.
Contivio really makes an impact for our agents on every call. The NetSuite integration is always reliable which is a bonus for us.
Contivio has helped us improve two key metrics, call handling times & staff productivity.
Contivio’s Salesforce Power Dialer has been a real game-changer for our Sales team.
THE RESULTS
Case Studies
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