Case Study: SPI Health and Safety streamlines customer service with InGenius

SPI Health and Safety streamlines service across 30+ locations with InGenius

SPI Health and Safety, a Canadian leader in occupational health and safety solutions, faced a challenge in providing efficient customer service. Their Cisco UCCX telephony system lacked advanced call routing capabilities, preventing agents from properly directing calls based on customer data stored in their Salesforce CRM. To address this fragmented operation, SPI turned to InGenius Software for a Computer Telephony Integration (CTI) solution.

By implementing InGenius to integrate Salesforce with their Cisco phone system, SPI Health and Safety automated call routing and provided agents with real-time customer information. The solution from InGenius Software significantly improved customer service and agent productivity by ensuring calls were directed to the right agents, streamlining workflows, and reducing manual processes for a more personalized and efficient support experience.

SPI Health and Safety