Customer engagement solution WhosOn by Parker Software has been chosen by security specialists Pelco by Schneider Electric, as part of a revamp of its communications.
Pelco’s ambitious plans for expansion required a solution to efficiently allocate staff for both internal and external customers. This included detailed custom reports, CRM integration with in-house software and support for a minimum of 16 operators. Pelco also needed clear guidance and professional services to get staff up to speed.
Flexible live chat-based solution
Parker Software was able to deliver a powerful, flexible live chat-based solution and provide a full range of training and support. This allowed Pelco to ease transition for staff and ensure efficient use of the software without unwanted downtime.
“Providing first class service was a key part of our plans going forward, so we needed a product that was versatile enough to fulfil a range of needs” said Russell Horton, Project Manager for Chat at Pelco.
“WhosOn has quickly become an essential tool for both internal and external customers and allows us to deliver critical product information to our technical and sales teams. In particular, Parker Software was able to provide an extremely high level of technical support that was fast, efficient and friendly.”
Identifying training opportunities
In the short time since the rollout of WhosOn, live chat-based customer service requests at Pelco have grown tenfold, a trend it expects to continue. Moving forwards Pelco plans to use the software to identify training opportunities, perform visitor analysis and reveal trends in sales to build targeted responses for specific regions.
“Pelco needed a custom-made solution for its growing customer base and Russell and his team were very clear about their needs” said Howard Williams, Marketing Director at Parker Software. “It’s great to hear that WhosOn has already had a big impact on Pelco’s customer service strategy. We look forward to working closely with them to help build on this success going forward.”