Case Study: Spear Education achieves improved customer service and saves 35 hours per week with Oracle NetSuite

Leading Dental Education Provider Improves Customer Service and Saves 35 Hours per Week

Spear Education, a leading provider of continuing education for dentists, needed to improve customer service and capture every interaction in NetSuite. Their legacy phone system was disconnected from the CRM, lacked call recording and quality controls, and required a solution that integrated natively with NetSuite without custom development.

Using Contivio’s CloudConnect, Spear achieved native NetSuite integration with click-to-dial, screen pops, call recording, disposition logging and intelligent routing to the correct rep. The integration saved agents two minutes per inbound call and 30 seconds per outbound call (about 35 hours per week), enabled 4,000 additional outbound calls per month, improved routing and QA, and provided reporting insights to boost connection and renewal rates.

Spear Education

Andre Sprague

Project Manager