Case Study: Magnetek streamlines support and improves customer response with ComputerTalk’s ice Contact Center

ComputerTalk helped Magnetek built a new culture of call and transformed customers' helpdesk experience

Magnetek, a subsidiary of Columbus McKinnon, needed a better way to manage its technical and field support helpline. Its team of ten handled more than 500 calls a week while also working on-site, processing returns, and managing other customer issues, which made it hard to know who was available and often left callers hanging up or reaching other departments. ComputerTalk’s ice Contact Center on Skype for Business was chosen to replace the old VoIP resource group and better fit the team’s mobile, task-driven workflow.

With ComputerTalk’s ice Contact Center, Magnetek added call queueing with callback/voicemail options, automatic CRM integration with Microsoft Dynamics, and easy self-service administration and reporting. The result was fewer frantic calls, less phone chaos in the support room, faster response times, and a clearer customer experience. Magnetek also gained better visibility into call activity and analytics, while IT’s involvement dropped significantly because the support team could manage most changes themselves.

Magnetek

Crystal Goodwill

Administrative Assistant for Aftermarket Services