PB Tech is a leading tech reseller in New Zealand, providing IT hardware solutions to multiple organisations across the country for two decades. With a strong commitment to customer satisfaction, PB Tech supports SMBs to large enterprises, as well as 1,700 education institutions.
To meet the high demands of its diverse customers, PB Tech relies heavily on the sales and customer support team. Serving as a centralised hub, this team handles multiple enquiries – from insurance claims, and purchase orders to product questions and web support. They also provide specialised commercial support for PB Tech’s business, government and education clients.
Averaging 4,000 calls per month, PB Tech’s sales and customer support team plays a critical role in ensuring customer satisfaction and the company’s overall success. Their ability to respond quickly and efficiently to a high volume of requests is a key competitive advantage for PB Tech in the fast-paced reseller market.
KEY RESULTS
- Reduced customer complaints, especially for unanswered calls
- Fostered accountability and improved performance
- Increased organisational resilience to adapt communications for unexpected events or changes.
THE ISSUE
PB Tech’s outdated phone system was causing significant challenges. The unreliable system frequently dropped calls, delivered poor audio quality, and experienced system downtime. This negatively impacted both customer service and internal communications, frustrating customers and hurting staff morale.
“ We must hold a certain standard if we want customers to truly enjoy their experience. Without high-quality equipment and meticulous installation from PB Tech, people coming into the bar wouldn’t be impressed and would expect better.”
PB Tech’s legacy system could not also track key metrics like call volume, answer rates, and agent performance. Without this data, they struggled to evaluate the quality of customer support, pinpoint operational issues, and implement any improvements.
THE SOLUTION
While PB Tech initially considered Mitel as a potential solution for their outdated phone system, they ultimately decided against it. Although Mitel is a robust phone system, PB Tech was looking for a future-proof solution that would not only solve their current issues, but also equip them with new capabilities and insight to position them for future growth and innovation in telephony.
PB Tech decided to go with Dialpad, a cloud-based communication platform. Dialpad’s features directly addressed PB Tech’s pain points and offered a solution to support them for future growth and innovation.
- Real-time data and control: Dialpad provides access to live, interactive reporting on crucial call metrics. This real-time visibility allows PB Tech to make immediate, data-driven decisions for improved efficiency and resource allocation for their teams.
- AI-powered insights: Dialpad leverages AI to offer advanced call analytics, sentiment analysis, AI-powered coaching, and automated call summaries. These AI-driven insights provide PB Tech with a deeper understanding of customer interactions, enabling data-driven service improvements.
- Flexibility and scalability: As a cloud-based solution, Dialpad eliminates the need for on-premise hardware, allowing PB Tech to scale up or down based on their needs. For instance, they could quickly add or remove call agents and customers without significant upfront costs and lengthy IT involvement.
Wellington said, “Dialpad's cloud-native architecture promised greater flexibility, scalability, and easier integration with our existing and future tech stack.”
THE RESULTS
The implementation of Dialpad yielded positive and transformative results for PB Tech, both on an individual and organisation level.
At the individual level, Dialpad’s features enhance productivity and efficiency for PB Tech’s call agents. “Dialpad’s analytics has fostered a sense of accountability among our staff. Employees can now see their own performance metrics, encouraging self-improvement and a more proactive approach to customer service,” said Wellington.
Dialpad’s AI-powered insights gave employees valuable guidance during customer calls, enabling them to deliver more effective and empathetic service.
At the organisational level, Dialpad has dramatically improved PB Tech’s customer satisfaction. “One of the most noticeable changes has been the significant reduction in social media complaints about unanswered phone calls. This improvement in our responsiveness has had a direct positive impact on our brand reputation and customer satisfaction levels,” Wellington added.
“ By connecting our phone system with our CRM and other essential software, we've created a more cohesive and efficient work environment, reducing data silos and improving information flow across the organisation,”
Overall, the implementation of Dialpad has positioned PB Tech for continued success in the fast-paced tech reseller market. Dialpad’s cloud-based platform has empowered PB Tech to enhance customer experience, drive operational efficiencies, and foster a culture of accountability – key competitive advantages in today’s dynamic landscape.
