ib_p02_part2acadiamfg - Customer Relationship Management at...

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Click to edit Master subtitle style Customer Relationship  Management at Acadia 
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Agenda n Background n Call Center Software Features n Benefits to Acadia Manufacturing n Benefits to Acadia's Customer Base n Realized Cost Savings for the Midwest  Division
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Background n Commercial construction has increased n 2005 revenue was $45 million n 2006 revenue was $67 million n 2007 revenue is projected at $91 million n Headcount is frozen at 235 n Call Center call volume has grown n Project to install new Call Center software will  handle call volume and maintain customer 
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Call Center Software Features n Greets caller with personalized Acadia greeting n Provides call routing options based upon the  type of inquiry n Allows customer to “opt out” and go directly to an  associate n Simple requests such as address change,  request for documentation…etc go to an  automated voice recognition system n More complex calls are redirected to a specialist
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ib_p02_part2acadiamfg - Customer Relationship Management at...

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