Case Study: Bailey Hydraulics improves customer service and reduces call costs with Oracle NetSuite

Flexible Global Support to Drive Customer Success Bailey International Improves Customer Service in its Call Centers

Bailey Hydraulics, a leading manufacturer and distributor of hydraulic components, wanted to improve call center service and disaster preparedness, streamline work processes, reduce costs, and support growth. Oracle NetSuite helped Bailey connect customer and order data to its contact center operations, giving agents better visibility and helping the company modernize its service model with cloud-based tools.

Oracle NetSuite, working with 8x8 Virtual Contact Center and Virtual Office, implemented an integrated cloud solution that automatically routed calls, pulled customer records, and captured performance metrics for reporting. The results included a 10–15% reduction in call answer times, a 60–70% drop in call abandonment, and a 10–15% cut in telephony costs, while also improving staffing efficiency, communication, and disaster recovery.

Bailey Hydraulics

Jeremy Hall

Systems Analyst