Case Study: The SCOOTER Store boosts outbound calling and customer service with USAN

USAN’s Customer Engagement Solution Helps The SCOOTER Store Provide World Class Service to Prospects, Customers and Physicians

The SCOOTER Store, a leading supplier of mobility scooters and power chairs, faced significant challenges in its high-volume contact center. Its outdated, inflexible systems could not keep pace with the demands of managing millions of prospects and new Medicare regulations, requiring extensive IT support for even minor changes. To improve agent productivity, service quality, and operational flexibility, they partnered with vendor USAN to implement a new customer engagement platform.

USAN implemented its Metaphor Customer Engagement Platform to integrate and automate the contact center's operations. The solution provided high-volume outbound dialing, real-time agent desktop information, and campaign management tools without requiring IT intervention. The results were substantial, with monthly outbound calls increasing by 500% from 58,000 to 350,000, allowing the company to engage more prospects efficiently and effectively adapt to new regulatory requirements.

The SCOOTER Store

Brian Mullaney

SVP, Customer Contact Center