Case Study: Sustainable Supply boosts productivity and personalized service with Contivio

Sustainable Supply Increases Productivity with Contivio’s Contact Center Software

Sustainable Supply, a provider of green and eco-friendly building and industrial supplies, needed a better way to deliver personalized customer service across four brands. Before working with Contivio, they relied on a basic PBX system with no CRM integration, making customer support less efficient and time-consuming. They wanted a contact center solution that could integrate with NetSuite, support intelligent routing, and eventually expand to channels like Live Chat.

Contivio implemented a cloud contact center solution with NetSuite integration, screen pops, activity logging, intelligent routing, Queue Voicemail, Live Chat, and outbound calling tools. As a result, Sustainable Supply’s 15-agent team saved time on call handling and logging, improved personalization, and gained real-time visibility into operations. Live Chat quickly grew to account for about 20% of inbound customer service communication, and the company praised Contivio’s responsive support and ease of use.

Sustainable Supply