Monavie Case Study
MonaVie boosts call center productivity and saves $500,000 per year with ShoreTel Enterprise Contact Center
Keeping up with 1.6 million calls
Business growth was hindering MonaVie’s ability to promptly handle call traffic from distributors needing to order product, potential distributors requesting information, and general inquiries.
An enterprise-class IP communications solution
Fast-growing MonaVie was challenged with staffing and could not hire and train agents fast enough. Also, non-integrated telephones and communications slowed the time for agents to complete calls. To fulfill orders and expand the business, MonaVie needed a UC solution that could rapidly scale to meet these demands.
“Distributors are the lifeblood of our business. The exponential growth was threatening to overwhelm our phone system and call centers. There are a lot of systems that do SIP communications, a lot that do voice over IP, but to be able to combine all those into an enterprise system that supports call centers is not always the easiest solution to find,” says Nathan Brown, MonaVie’s telecommunications manager.
Searching for the right enterprise-class UC solution
To begin the search for cohesive enterprise-class IP communications, the MonaVie team launched a focused evaluation of potential telecommunications solutions. “We were looking for streamlined integration of our tools and applications to boost productivity in the call centers, promote more customer outreach, and ultimately grow in a cost-efficient manner.
From the technical side, we wanted unified integration of the phone system, contact center tools and key applications, including Microsoft Outlook and a customer in-house CRM program, and Citrix-based thin clients,” says Joel Lewis, supervisor of MonaVie contact center operations.
The team considered platforms from Avaya, Nortel, and ShoreTel. “The reasons ShoreTel was so good for us were cost, architecture, and scalability. The ShoreTel solution was a third the cost of other systems, and had lower maintenance costs, too. The open standards architecture offered high availability, backward compatibility for analog trunks, for working with analog lines, modems, faxes, and the like; and an ease of implementation we’d not seen elsewhere. Its non-blocking memory makes ShoreTel very simple to add more sites or users, to scale without memory capacity issues or expensive add-ons. ShoreTel has it all,” explains Brown.
Optimizing People and Information with ShoreTel
MonaVie selected a ShoreTel UC Solution based on ShoreTel IP phones and ECC. ShoreTel Professional Services developed a custom application to enhance customer service. ShoreTel’s open standards and APIs allow for straightforward integration so previously stand-alone functions can be centrally orchestrated through one highly available platform. The MonaVie team integrated ECC with its custom-built CRM application, and the ShoreTel phones with Microsoft Outlook and email.
The company currently has two contact centers and a third center planned. Incoming calls are predominantly from distributors ordering product. Each week, MonaVie call center agents manage approximately 6,200 inbound calls via the center’s phone system; 3,000 customer emails through Microsoft Outlook; and hundreds of chat sessions.
With ECC, agents gain an arsenal of unified desktop productivity tools at their fingertips, including universal queuing and advanced call routing, with integrated directories, ticketing, email and voicemail features, and with simpler ways to manage call-related activities. The various media types can be tracked and through a single and customizable reporting interface, or compared with historical information for trend analysis.
“WE WERE LOOKING FOR STREAMLINED INTEGRATION OF OUR TOOLS AND APPLICATIONS TO BOOST PRODUCTIVITY IN THE CALL CENTERS, PROMOTE MORE CUSTOMER OUTREACH, AND ULTIMATELY GROW IN A COST-EFFICIENT MANNER.”
Nathan Brown, Telecommunications Manager
Healthy cost savings and outstanding productivity
Since deployment, MonaVie has seen significant improvements in cost savings and productivity. ECC enables teams to handle calls, emails, and chats. Because of these robust features, MonaVie was able to consolidate some of its call center teams.
“Prior to integrating the call center, we had 150 agents at our high point to handle call volumes. Now we can manage the same level of traffic better and more efficiently with less staff and with the integration of chat and email sessions. At least 80 percent of call center employees are now working from home. So far, we’ve been able to reduce headcount, overhead, and consequently staffing costs by $500,000 annually,” Lewis explains.
Also, the company has initiated a very in-depth agent scorecard using the ECC reporting tools and built-in Microsoft Excel. “This is a huge productivity benefit. Agents and supervisors can quickly understand and improve efficiencies related to call handling, training sessions, and customer satisfaction,” states Lewis.
One-stop solution to handle call center workflows more efficiently
“ShoreTel gives us the ability to integrate everything into the desktop toolbar. We’re able to pop the distributor’s record based on the phone number calling in. Right there, we are able to shave 10 or 15 seconds off every single call. We have thousands of calls a week and more than 1.6 million calls per year—you can imagine the return on investment in labor costs for just this one little improvement. They make quite a big difference,” says Jake Larsen, call center manager for MonaVie.
MonaVie also uses ShoreTel ECC to do customer surveys. “We have been able to run our customer satisfaction survey through the ECC and it is integrated with the interactive voice response scripting tool. Callers are prompted, before being connected to an agent, to participate in the survey. If they agree, then a few minutes after the call is completed, they receive an automated outbound call with 10 survey questions,” Lewis adds.
“One of my favorite features is Virtual Hold, which lets callers who are waiting for an agent opt for a callback. This enables the caller to retain their place in the queue without having to wait on the phone,” explains Lewis. “ShoreTel has been far and away the easiest system to deploy, the most cost-effective to maintain, and has really helped MonaVie manage growth with scalable, simple architecture and tools,” concludes Brown.
“SHORETEL HAS BEEN FAR AND AWAY THE EASIEST SYSTEM TO DEPLOY, THE MOST COST-EFFECTIVE TO MAINTAIN, AND HAS REALLY HELPED MONAVIE MANAGE GROWTH WITH SCALABLE, SIMPLE ARCHITECTURE AND TOOLS.”
MonaVie’s exponential business growth was rapidly outpacing its ability to handle customer call volumes.
ShoreTel Enterprise Contact Center (ECC) is at the heart of MonaVie’s ShoreTel Unified Communications (UC) solution, which also comprises ShoreTel IP phones and a custom application feature built by ShoreTel Professional Services.
- Improved customer service to distributors
- Cost savings of $500,000 annually
- Off-site capabilities for 80 percent of employees
- Time savings of up to 15 seconds per call