Case Study: Goodwill NY/NJ achieves inclusive, centralized call handling and improved customer satisfaction with Samsung

Goodwill NY/NJ - Customer Case Study

Goodwill NY/NJ, a nonprofit retail and workforce organization with about 1,600 employees and 46 stores, needed to consolidate incoming calls into a single customer-service center and equip blind or visually impaired representatives with assistive technologies. To build a contact center, improve store customer experience, and create more job opportunities for people with disabilities, Goodwill NY/NJ worked with North Shore Telecommunications and Samsung to upgrade its telephony using the Samsung OfficeServ 7000 Series.

Samsung implemented an OfficeServ solution—an OfficeServ 7400 at the main call center with OfficeServ 7030 systems at 46 stores, plus OfficeServ Call, OfficeServ Link, OfficeServ DataView, softphones and ancillary assistive software and headsets—so all store calls route to the centralized center with screen-pops and on-screen dialing. The Samsung deployment enabled visually impaired staff to use macros with softphones, increased call-volume processing, improved and more consistent customer service, reduced store interruptions, lowered staff turnover within nine months, and helped lift sales and projections enough for the retail division to open additional stores.

Goodwill NY/NJ