SHOW DOG STORE
Show Dog Store is an online retailer and distributor of high-quality grooming and other pet-care products used primarily for show-quality dogs. A one-stop source to make dogs look, feel and show their best, its products are preferred by dog show trainers, groomers and breeders.
With customer service reps located all over the country, Show Dog Store was confronted with the need to show a unified, professional storefront with a remote workforce.
Show Dog Store deployed a Panasonic SIP Cordless Phone System combined with service from Vocalocity, and using its auto-attendant system, routes calls to extensions spread over multiple states.
Show Dog Store doesn’t miss a beat – or a call – with customers now being greeted by an auto-attendant that routes them to service reps in different states.
Show Dog Store is an online retailer and distributor of high-quality grooming and other pet-care products used primarily for show-quality dogs. A one-stop source to make dogs look, feel and show their best, its products are preferred by dog show trainers, groomers and breeders. Show Dog Store has a decentralized configuration—one that’s becoming more common. Its customer service reps are located in home offices spread across the country. It was crucial for Show Dog Store to present a unified, professional storefront appearance to incoming callers.
President Larry Bowe explains, “We were expanding so we needed more phones and a feature that allowed customers to be transferred to our service reps even though we’re spread across the country. Before, we had a live receptionist who would give callers our cell phone numbers and have them call us directly. This didn’t give the professional appearance we wanted, not to mention being terribly inefficient. Even when the call did get routed to my or another team member’s cell phone, because we’re in home offices, we’d sometimes miss the call if we were in another room.”
The solution was a Panasonic SIP Cordless Phone System combined with service from Vocalocity. “This really did give us everything we were looking for,” says Bowe.
It delivered all the features of a big-business phone system but without a costly hardware investment. Now, callers to Show Dog Store are greeted by an automated attendant that seamlessly routes callers to service reps spread out from Virginia to Arizona, yet still gives Show Dog Store the appearance of a unified, cohesive operation. And since the service is hosted by Vocalocity, there was no costly equipment to purchase.
Show Dog Store team members can one-touch page each other from across the country as if they were in the next room. Bowe can also one-touch page the entire team for an impromptu conference. What really made it all come together, however, was the Panasonic cordless option. All team members have a corded base unit plus three cordless handsets spread throughout their homes.
Bowe says, “We liked the idea of going cordless for a great price. We got lots of phones for not a lot of money because the cordless handsets are relatively inexpensive. And because we have handsets throughout our home offices, reps never miss a call. All in all, it’s a perfect solution.” Benefits: A unified, professional appearance Show Dog Show team members can answer incoming calls or let the auto-attendant answer. Callers can choose from multiple extensions to get to the right person.
Affordability Show Dog Store pays a flat monthly rate to Vocalocity.
Inexpensive cordless handsets let the company spread phones throughout its home offices so it’s no longer missing calls. Team members are connected to the system from home offices across the country, but because it’s an SIP hosted service, Show Dog Store only pays a single phone bill. Flexibility Handsets were added throughout home offices wherever a need existed. The only requirement was a nearby electrical outlet for the charger. The cordless feature lets them walk from one room to the next, or even outside, while keeping the conversation going.
Business-friendly features Team members utilize one-touch transfer and paging to forward calls or have a quick conference. Using the “page all” feature, an impromptu conference can quickly be assembled