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We realize that not everyone needs our customer service team to answer calls 24/7, or at all for that matter. We also realize there’s a common misconception that we’re purely a services company, when in fact, we’re a software-led services company. One of the reasons our customer service team is so effective at handling inbound customer service calls is because of the robust and flexible software platform we’ve built and refined over the years. We “eat our own dog food” so-to-speak, in that our team utilizes our software platform, and based on feedback from our team using it day in and day out, we’ve made improvements to the platform to streamline call handling and workflow management.
All that said, because of the benefits our software platform can provide for efficient call resolution and management, we license it to our clients in whatever manner they need – either as a fully SaaS solution or in a hybrid configuration (where they use the software to answer calls during normal business hours and rollover calls to our team during the off-hours.) Read on to learn more about each option.
SaaS Licensing
Have your own call center staff and don’t need help taking customer service calls during non-peak hours? We have the solution for you.
You can license our propriety software for your in-house customer service team. With our platform, you can efficiently manage many incoming calls without compromising on the quality of service provided to customers.
One of the best advantages of our software is its capability to seamlessly integrate multiple PARCS, access control software APIs and locations. If your call center spans across multiple locations, our platform is the ideal solution. It consolidates all operations into one screen, simplifying the management of diverse locations and eliminating the need for multiple, disjointed systems.
Furthermore, this integration ensures that your agents can work cohesively, regardless of the equipment and systems each facility uses. Because, as you know, tracking issues and resolutions can be a logistical nightmare with such different use cases. However, our software provides a unified solution for this challenge. You can easily monitor and manage issues and their resolutions, ensuring that nothing falls through the cracks. This level of organization and control is invaluable in maintaining the highest level of customer service. For instance, regardless of if your facilities are gated or gateless, you can utilize our platform for efficient call handling.
With our software, your agents can answer calls from multiple locations in a single screen, significantly reducing response times. This efficiency not only saves personnel expenses, but also ensures that customers receive faster assistance, leading to higher customer satisfaction and loyalty. Moreover, the ability to handle calls more quickly can also lead to revenue generation opportunities for your customers.
Training your staff to handle calls effectively can be a time-consuming and resource-intensive task, especially when dealing with multiple locations. Our software simplifies the training process by providing a single platform for all call center operations. This means that your agents only need to learn one system, making onboarding and ongoing training more efficient and cost-effective.
In our technology-driven world, data is king. Our software offers a comprehensive data management system, allowing you to collect, analyze and leverage data to make informed decisions. Access to real-time data empowers your call center to adapt and optimize its operations, resulting in improved customer satisfaction and increased revenue.
Hybrid (Part-Time) Solution
If you’re looking for the best of both worlds, our hybrid service may be the ideal option for you. Our hybrid service mirrors our customer service team, but with a twist – garage managers have the flexibility to decide when they want their reps to handle calls, for instance, from 9 AM to 5 PM. During the remaining hours, our customer service team takes over, ensuring customer support around the clock.
This solution is perfect for clients who have dedicated staff to answer customer service calls during regular business hours. With this approach, you can retain your in-house team, while allowing them to focus on higher-priority tasks or enjoy well-deserved weekends off. Furthermore, you’ll continue to have access to all the valuable call data that our software platform collects.
The primary advantage of this hybrid approach is that you no longer need to worry about staffing overnight or during weekends. We understand the challenges of filling those shifts, and with our support, you can keep your gates down and collect revenue even during non-peak hours.
Adapting to Your Needs
Our software is a game-changer for customer service departments of all sizes and complexities. It provides the tools and capabilities needed to manage high call volumes, integrate multilocation operations, track issues, streamline training, access valuable data and handle calls with unmatched speed. You can also switch from one of these options seamlessly. It’s just a matter of adjusting the hours our CSRs take your calls.
If you want to take your customer experience to the next level and provide exceptional service to your customers, our software is the ultimate solution you’ve been searching for. Elevate your customer service team’s performance and unlock new possibilities with our innovative platform.
Interested in learning more about how our solution can benefit your operation? Contact us and a member of our sales team will be in touch to discuss further.
Katelyn Perman
Content Marketing Manager
Katelyn Perman has 3+ years of experience in marketing, specializing in social media strategy, email campaigns, graphic design and copywriting. She holds a B.S. in Strategic Communication and Human Communication Studies from Indiana Wesleyan University.