Case Study: Carolina Biological achieves 64% faster answers and 14% higher customer satisfaction with NICE Systems' IEX Workforce Management

Using Scheduling Practices To Boost Customer Service

Carolina Biological Supply Company, a Burlington, NC–based supplier of science and math products to K–university educators, faced service challenges unique to a highly educated, time-pressured customer base: long waits, low first-call resolution, seasonal call spikes tied to school calendars, inconsistent training and unknown staffing needs. Net Promoter feedback showed the company needed better scheduling, knowledge management, and staffing planning to turn customers into strong advocates.

Carolina implemented NICE IEX Workforce Management for small centers to improve forecasting, skill-based scheduling, adherence and reporting, and then redesigned training and feedback processes (including “Action Alerts” and personal thank-you notes). The changes cut average speed-to-answer by 64%, reduced abandon rates 58%, raised service level 16%, boosted customer satisfaction scores 14%, virtually eliminated order-entry errors, lowered annual attrition 49% and supported two consecutive years of record sales.

Carolina Biological

Tom Rawlings

Supervisor