Network
ACD Case Studies
Franchised Real Estate Services
This company has thousands of
franchisees located across the country. The parent
company profits by creating business opportunities for it's
franchisee's through aggressive and innovative
national marketing. The advertisements provide a single
toll-free number to contact for all locations. Initially,
the parent company created a call center to distribute sales
inquiries among franchisees. As the business grew, they recognized
the call center would soon be unable to handle the call volume.
Arch Network ACD provided the solution. With
Network ACD, the company was able to create a completely flexible
solution. First, the company defined unique geographical
areas and the franchisee locations within that area. Secondly,
within each area, the company defined allocation percentages
for the franchisees.
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Now, when a call comes in, it is
automatically routed to the appropriate franchisee based on geography
and management allocation instructions. Calls outside defined
parameters are routed to the (much scaled down) call center. Using
web interfaces, the management can dynamically add locations, change
allocation percentages, destination numbers, etc. Franchisees
can even retrieve call history off the web in real-time.
As with all Arch inbound toll-free
applications, the customer can integrate voice-mail, paging,
fax-on-demand, and other IVR services, as well as Name & Address
append to automatically capture the name and address of callers
for future marketing purposes.
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Questions? Need more information? Our team
is ready to assist you, just call 800-890-7575.
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