Case Study: Magnetek streamlines helpline support and improves customer call handling with Microsoft Skype for Business and ComputerTalk ice Contact Center

ComputerTalk's ice contact center on Skype for Business streamlines Magnetek's helpline

Magnetek, a manufacturer of digital power and motion control systems, faced significant challenges with its technical support helpline. Their old VoIP system created a disorganized environment where all phones rang simultaneously, leading to customer frustration as calls were often missed. Technicians were burdened with manual processes and had no efficient way to manage their availability, causing bottlenecks and forcing customers to call other departments for help. To address this, Magnetek chose to implement Microsoft Corporation's Skype for Business platform with the ice Contact Center solution from vendor ComputerTalk.

The solution provided by ComputerTalk streamlined call distribution, eliminating the constant ringing and allowing technicians to easily join or leave the queue based on their workload. The system automatically generated support tickets in Microsoft Dynamics CRM and held customers' place in line if they chose a callback. This new process drastically improved the customer experience, reducing frantic calls and calls to other departments. For Magnetek's IT team, the solution was seamless to implement and required minimal ongoing administration, while the support team gained valuable analytics to further refine their operations. The success led other departments within Magnetek to adopt the ice Contact Center.

Magnetek

Crystal Goodwill

Administrative Assistant for Aftermarket Services