Case Study: TruServ Corporation achieves a seamless 24-hour system rollout and real-time multi‑timezone call center efficiency with Epicor Clientele Customer Support .NET

TruServ Corporation - Customer Case Study

TruServ Corporation is a $2.2 billion, Chicago-based member-owned wholesale hardware cooperative supporting over 6,400 independent retailers with 3,000 employees. Faced with fragmented, multi-site call center operations across different time zones, TruServ struggled with inconsistent call logging, slow shared reporting and limited flexibility to route and escalate customer issues efficiently.

TruServ migrated to Epicor Clientele Customer Support .NET—completing customization over three months and rolling out the upgrade in a 24-hour window—with minimal downtime and user disruption. The .NET solution delivered real-time web connectivity, automated email handling and a call escalation feature that links call logs and calendars across time zones, speeding report access, reducing missed calls and improving overall call-center efficiency.

TruServ Corporation

Sherry Fasica

Financial Manager, TruServ Corporation