Case Study: OrthoBanC

Challenge

OrthoBanc’s previous system was unreliable with an extreme amount of system downtime. “It was frustrating how often it was down. It definitely impacted our agents’ ability to help customers,” says Matt Sigler, Customer Service Manager at OrthoBanc.

“Another issue was that we couldn’t reconcile numbers for reporting purposes,” explains Matt. “It was frustrating to run different reports and not have the numbers match up. We couldn’t trust the information.”

Unreliable data meant OrthoBanc had no easy way to give agents insight into their performance. “The reporting wasn’t accurate, so we couldn’t easily share data with our agents,” he says.

Call quality was also poor. “We constantly had issues with calls going in and out, static and voices sounding distant,” says Matt. “The poor call quality made it very difficult for our agents to service customers.”

The extreme downtime was the final straw, however. “It was the deciding factor in looking for a new contact center platform,” says Tina Mead, Chief Operating Officer at OrthoBanc.

Solution

OrthoBanc needed a reliable, stable cloud contact center platform that would positively impact the customer and agent experience. After sending out RFPs to three potential vendors, consulting with Gartner analysts, and reviewing capabilities and costs, OrthoBanc selected NiCE CXone because of its stability, scalability and deep functionality.

“With CXone, we immediately had a more stable system and far better call quality, which improved the customer experience.”

Matt Sigler

Customer Service Manager,
OrthoBanc

Opportunities Identified

Stable system and high call quality

With CXone, OrthoBanc immediately had a more stable contact center system—and an improved customer experience.

“Our call quality is far better,” Matt says, “which makes it easier for agents to service customers. We no longer have constant call quality issues, because we’re using NICE CXone for our long distance, inbound and outbound calls.”

OrthoBanc also finds CXone to be more user friendly than the old system. “We’re using CXone Workforce Management, which has really improved our forecasting and scheduling,” explains Matt. “The agents enjoy Workforce Management, because they can view their schedules and queues on their phones.”

CXone enabled OrthoBanc to start a work from home program for its agents. If inclement weather occurs, agents can work remotely—they need only an internet connection and a browser to log in to CXone from any location. As a result, service levels are less likely to be negatively impacted if poor weather or a service outage occurs.

Driving high performance with dashboards

OrthoBanc’s confidence in the reports has jumped tremendously since using CXone. “Previously, we would pull reports for different time periods and the numbers never made sense,” says Matt. “The data didn’t match up, and it was a constant, time consuming battle to sort it out.”

OrthoBanc is now using CXone Performance Management, and the gains have been tremendous. CXone PM is a breath of fresh air,” says Matt. “We trust the statistics we’re getting from CXone PM because it makes sense. We no longer need to scratch our heads and figure out which numbers are correct.”

OrthoBanc also utilizes inView to give agents near real-time insights into their performance. “We use wallboards (large TV screens) in our contact center to display important metrics. The wallboards are very customizable, which I love. I can display key metrics, such as listing the top five agents handling the most inbound calls. I plan to add avatars for the agents to further personalize the experience,” says Matt.

CXone Performance Management also plays an important role in motivating agents to focus on performance. “I’m using the wallboards to display service levels, inbound call volume and average talk time for each of our three skills. Part of the agents’ bonus plan is tied to meeting our monthly service levels as a team—if they satisfy those goals, everyone receives an additional amount with their quarterly bonus.”

OrthoBanc now has a stable contact center platform for delivering outstanding customer service. “Our service levels improved with CXone,” says Tina. “The frequent downtime we had with our old system and poor call quality were frustrating. Using a stable solution like CXone has driven many improvements at our contact center.”

In addition, OrthoBanc values the technology and support it receives from NICE CXone. “CXone is on the cutting edge of technology,” says Tina. “We’re excited to keep moving forward with NiCE CXone’s new and innovative solutions.”

“CXone Performance Management has been a breath of fresh air, because we trust its data. We’re no longer scratching our heads and trying to figure out which numbers are correct.”

Matt Sigler

Customer Service Manager,
OrthoBanc