Case Study: Superior Propane improves service efficiency and customer experience with Avaya

Superior Propane reduces average handle time by 30 seconds with Avaya

Superior Propane, a leading Canadian propane distributor, faced challenges with its outdated on-premises contact center systems. These systems were inflexible, provided no data-driven insights, and prevented the company from efficiently supporting a hybrid work model. They were also paying for unused licenses and struggling with system siloes that slowed down agents. To support its growth, Superior Propane partnered with Avaya to find a modern solution.

Avaya implemented a flexible platform that integrated with Superior Propane's existing systems, avoiding a costly rip-and-replace. The solution included a custom IVR for self-service, proactive outreach, and analytics from partner Calabrio. This allowed Superior Propane to reduce average handle time by 30 seconds per call, handle 150 more customer inquiries daily, and achieve these significant improvements within just three months. Avaya's subscription model also provided the flexibility to scale for peak seasons.

Superior Propane