Driving Retail Communications Forward

Driving Retail Communications Forward

September 14, 2017, by Francesca Sherrill in Unified Communications, Customer Success, Contact Center, Featured

For retailers, clear communications between customers, employees, and suppliers is critical for increasing business productivity and accelerating revenue growth. Town Fair Tire, a New England-based tire business with 1,800 employees and over 95 stores across six states, values the long-standing relationships it has developed with both consumers and wholesale customers such as auto dealerships, repair shops, and other outlets. The importance of enhancing the overall customer experience is clearly a priority for Town Fair Tire. Their stores and showrooms are staffed with knowledgeable employees, who are encouraged to spend one-on-one time with each customer, both in person and on the phone, to provide in-depth explanations of products and features.

Unfortunately, Town Fair Tire’s legacy communications and contact center systems could not provide the valuable insights the company needed to take customer engagement to the next level. Getting important details on how many incoming or outgoing phone calls were actually occurring across all stores or using high-quality call recordings for quality management purposes was not possible. Town Fair Tire realized they required a new communications and contact center solution if they wanted to better engage with clients, ensure questions were always satisfactorily answered, and gain insights from all interactions.

After extensive market research, Town Fair Tire discovered that while there were many contact center vendors out there, only one offered a true unified cloud communications solution, combining business communications, collaboration and contact center in an integrated system: 8x8.

After partnering with 8x8, Town Fair Tire now has a full-featured system that delivers seamless communications, collaboration and customer engagement for all of their locations and employees. According to Mike Barbaro, Senior Vice President, Town Fair Tire, “We have built business intelligence dashboards, spanning multiple applications, that we utilize constantly. With 8x8 we now can see how many calls come in by agent, how many are for repairing flats versus new tires, or for tire rotations, et cetera. This lets us know exactly what’s happening in the field so we can stay close to the needs of our clients, tailor programs to drive sales, and maintain our market leadership in the Northeast.” In addition, Town Fair Tire has reduced its total monthly communications cost by over 35%. Read the full success story to see how Town Fair Tire was able to lower costs, increase efficiency and maintain its market leadership.

Learn why more retail businesses are turning to cloud communications to accelerate business productivity, enhance collaboration and improve customer relationships in the Retail Strategy and Planning Series webinar: Cloud Communications Deep Dive: Creating a New Standard of Productivity.