Avaya
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Case Study: O.F. Mossberg & Sons achieves scalable, data-driven customer care with Avaya
A Avaya Case Study
O.F. Mossberg & Sons - Customer Case Study
O.F. Mossberg & Sons, the oldest family‑owned U.S. firearms manufacturer with a 98‑year history, was hampered by a legacy communications system that couldn’t scale across multiple locations, capture the data needed for reporting, or handle seasonal demand spikes. That lack of flexibility also made it hard to collaborate site-to-site and to reliably support privacy‑sensitive customers who prefer live phone conversations.
Mossberg deployed Avaya’s communications solution to provide a single number that rings on any device, mobility tools for its field sales team, and robust reporting and data capture — all within budget and total‑cost‑of‑ownership goals. The system went live in eight weeks, enabling data‑driven decisions, better customer privacy and service, improved responsiveness during peak seasons, and stronger customer retention.
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