Bailey International Improves Customer Service in Its Contact Centers

Bailey International, a leading manufacturer and distributor of hydraulic components used in agriculture, transportation, construction, oil and gas, mining, and forestry, wanted to improve call center service and disaster preparedness, streamline work processes, reduce call center costs, and support company growth. After integrating 8x8 Virtual Contact Center with NetSuite, the company reduced call answer times by 10-15% and call abandonment rates by 60-70%—all while minimizing telephony costs!

Bailey’s management has worked diligently to enhance operations and grow the company. They wanted a new cloud-based contact center solution that would allow staff to instantly access customer data stored in NetSuite to streamline call center workflows, improve customer service, reduce telephony costs, and support company growth.

The combined 8x8 Virtual Contact Center and Virtual Office solution was chosen because it offers a full complement of sophisticated call center and unified communications features, such as fax numbers and conferencing. Since 8x8’s integrated solutions run in the cloud, they reduce IT workloads and costs while enabling employees to work remotely from anywhere in the world to deliver a superior customer experience—even during storms and other natural disasters.

NetSuite, on the other hand, improves company operations by automating business processes, providing powerful reporting, disaster recovery and low TCO. By integrating 8x8 Virtual Contact Center with NetSuite, Bailey was able to streamline call center and IT operations, provide call data to optimize operations, and simplify company expansion.

A Full-Featured, Low-Cost, Turnkey Solution

8x8’s seamless integration with NetSuite gives call center staff visibility into the customer and their orders. Because it runs in the cloud, the solution reduces IT workloads and costs. To top it all off, 8x8 offers a cost-effective, turnkey communications solution from a single vendor so it can address any issues seamlessly and efficiently.

Streamlined Call Center Processes Improve Efficiency

Today, when a call comes in, 8x8 Virtual Contact Center uses the incoming phone number to automatically pull the customer’s record in NetSuite and routes the call and record to a call center representative. Bailey International representatives know who’s on the line and their history with the company.