Case Study: Schneider Electric achieves reduced call wait times and higher customer satisfaction with WhosOn

Schneider Electric - Customer Case Study

Pelco by Schneider Electric, a global leader in video security systems, needed to revamp customer communications to reduce phone wait times and better allocate technician resources. The company sought a live chat solution that could manage complex and simple queries, improve inter-departmental efficiency, surface sales and support trends, and include strong post-sales support and training.

Pelco selected WhosOn (Parker Software), a feature-rich live chat platform with CRM integration, custom reporting and dedicated technical support for operators. The chat rollout reduced call wait times, enabled technicians to handle up to five contacts simultaneously, improved customer satisfaction, and became an essential tool for both internal collaboration and external support.

Schneider Electric

Russell Horton

Project Manager