A prominent home monitoring company faced challenges managing a remote workforce, with limited visibility into their call center agents and frequent scheduling issues. After experiencing these issues firsthand, we connected with the operations manager, who expressed frustrations with their current system.
Initially hesitant about perceived costs, the manager was interested to learn how we’d transitioned to cloud solutions with flexible pricing, allowing for a phased, budget-friendly approach. This led to strategic meetings between our executive teams, where we mapped out a custom solution:
Cloud Solutions
Improved agent visibility, optimized scheduling, and accurate forecasting.
Gamification & Performance Management:
Management: Motivated agent performance and aligned behaviors with company goals.
Cloud Contact Center
A complete solution to support customer experience needs.
The company began implementing our solution with 1,000 agents under a three-year agreement, achieving seamless operations, reduced costs, and stronger alignment with their growth strategy. This phased approach not only solved immediate issues but also established a foundation for long-term success.
Connectivity/Security Case Study
A family-owned landscaping supply business in Arizona struggled with frequent internet outages, leading to interruptions in point-of-sale transactions and gaps in video surveillance for physical security. These connectivity challenges disrupted daily operations, impacted revenue, and compromised the security of the premises.
Elm Lane conducted a thorough assessment to understand the business’s operational and security needs. Our customized solution provided a reliable, secure internet connection, ensuring smooth transactions, uninterrupted video surveillance, and reinforced physical security. This upgrade has eliminated downtime, enhanced security, and enabled the business to operate efficiently, allowing them to focus on growth with confidence.
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