Client Background
Enerco, based in Cleveland Ohio, has been at the forefront of infrared combustion technology since 1955. This market-leading technology has allowed Enerco to build expertise in consumer heating products as well as heavy duty commercial and construction heating products. Enerco’s 3 market leading brands (Heatstar, Mr. Heater, and ENERCO Technical Products) deliver safety and comfort worldwide.
Challenge
- Customer service reps in call center were toggling between 3-4 systems to service a phone customer
- Client recognized all these systems were integrated via their online / eBusiness Portal and wanted a similarly functioning service portal
Our Solution
- Leveraging the integrations we built for their public / client-facing portal (inventory, CRM, warehouse, order fulfillment, etc.) we built an internal business portal where customer service reps only need to use 1 or 2 systems
- Built ability for Customer Service reps to co-shop with their customers by seeing what is in their cart / requisition and remove / add items that the customer can also see
Project Outcomes
- Efficiency improvements for customer service call center
- Less time spent on a call with a customer
- Reduced number of order errors
