Case Study: U.S. Oil, Inc. achieves company-wide accountability and cost savings with Enghouse Interactive’s CallRex

U.S. Oil, Inc. - Customer Case Study

U.S. Oil, Inc., which handles more than 4,000 customer calls a day, faced frequent order-entry errors, disputed shipments and time-consuming dispute resolution that impacted costs and customer service. To improve agent training, verify orders and bring accountability to customer interactions, U.S. Oil deployed Enghouse Interactive’s CallRex call-recording solution.

Enghouse Interactive’s CallRex captures and stores customer calls so associates can replay conversations or email recordings to customers, shifting many disputes from assumption to evidence. U.S. Oil found about 85% of disputes were customer errors, reducing unnecessary overnight shipments, saving money, improving dispute resolution and providing legal and cross‑organizational visibility.

U.S. Oil, Inc.

Tom Kriplean

Technology Director