Fort Lauderdale, FL, October 09, 2015 --(PR.com
)-- Metropolis Technologies is pleased to announce that they have been selected by Schwaab to provide the organization with their leading call reporting solution to optimize Schwaab’s sales and customer service activities.
“Manufacture a quality product you can sell with pride, sell your products at a fair price and give every customer excellent service - whether the sale is for one item or a thousand.” - Schwaab’s Company Philosophy
Schwaab’s legacy began in 1881 as a small, family-owned business founded by Andrew Schwaab in Milwaukee, WI. Over the past 130 years, the business has passed down from generation to generation, growing their once-small shop into a nationally recognized name with locations across the US and a customer base that includes some of the most prestigious fortune 500 brands. Today, Schwaab is still in growth mode and has become one of the largest manufacturers of custom marking and identification products in the United States. Their growth is attributed to the continual focus on customer satisfaction as well as improving their operations and reducing redundancies using advanced technology.
Schwaab had been referred to Metropolis’ call reporting from their phone vendor, TSM South. TSM South is headquartered in Cary, NC and had supported Schwaab with their Charlotte, NC expansion which had included an older NEC phone system that needed an upgrade. When it came time to roll out a voice network improvement in their Milwaulkee location, Polasek knew TSM would be able to assist.
“They needed to generate reports and see which sales members had made calls, how long those calls were, the rate of call abandonment, and to have the capability to drill into those activates,” explained Desiree McClamrock, Sr. Account Executive with TSM South. She worked closely with Schwaab to identify the right solution for their needs. “We replaced their old NEC Call Analyst system and activated the INACD package within their new NEC SV9100, which enabled Metropolis’ solution to gather and report on all of their call center data.”
Once the new infrastructure was in place, TSM installed Metropolis’ SL Professional Call Reporting. With inbound and outbound call efforts playing a crucial role in their success, Schwaab was eager to use the new system to motivate and track their sales team.
Key SL Professional Call Reporting Uses:
• Outbound Sales Efforts:
Each member of Schwaab’s outbound sales team is required to make a minimum of one hundred outbound calls per day. With Metropolis’ SL Professional Call Reporting, Schwaab is able to receive departmental reports delivered to supervisors and agent’s emails every hour to motivate the team and encourage friendly competition among the teams.
• Monitoring Incoming Calls and Scheduling:
The fourth quarter of the year is always Schwaab’s busiest, and their customer service team is often inundated during this time by the influx of inbound calls generated from their multiple DBAs and online business partners. By carefully monitoring their call traffic, Schwaab ensures the Customer Service and Accounting departments are adequately staffed and scheduled to assist their sales team with the overflow of calls.
• Tracking Sales Activity:
Schwaab incentivizes their teams by rewarding them with a commission on sales generated as an outcome of their efforts. By using Metropolis’ call reporting solution, the sales manager can quickly identify which representative took or made the call that resulted in the sale.
“We are probably only using about 40% of [SL Professional’s Call Reporting] functionality right now. It offers a tremendous opportunity for us …." claims Yentz who explained that Schwaab's next project is to integrate SL Professional with their IBM Cognos Impromptu software, a business intelligence and financial performance solution.
Built upon an ODBC Oracle MySQL database, Metropolis solutions support 3rd party integrations and the ability to directly query the database, making the connection between SL Professional and Cognos possible. Once completed, this integration will help Schwaab to better shed light on where their sales originate from, especially for products that are in such high demand that they are more difficult to trace among Schwaab's multiple business sectors.
Though their principle of quality craftsmanship and exceptional service remains unchanged, Schwaab's unrelenting devotion to streamlining their operations, improving quality, and updating their technology will ensure their continued prosperity. The voice network insights gleaned from SL Professional and the application of that data into the next generation of the Schwaab business model enable the company to eternally progress; a tribute to their founder's legacy.
To learn more about Schwaab, their history, and their products please visit http://www.schwaab.com/.
For over twenty years, Metropolis Technologies has provided advanced call accounting, 911/emergency management and telemanagement applications for businesses of all types in the US and abroad. Their easy to use applications provide advanced call notifications, over 250+ report templates, toll fraud detection and trunk analysis tools help organizations reduce liability, increase revenue, minimize expenses and boost productivity. For more information, please visit http://www.metropolis.com. or follow Metropolis on LinkedIn, Twitter, and Facebook.