Fox Creek Leather Delivers Personal, Responsive Customer Service
Connects customers to employees in the most expedient, customer-friendly way, with direct lines for callbacks, voice mail, and on-hold music Enables cost-effective business growth, including both staff and call volume increases, without any hassle or decreases in customer responsiveness Provides advanced features that improve employee productivity while enhancing the company's image with customers. Fox Creek Leather is a small, family-run company renowned for offering high-quality motorcycle leathers at reasonable prices. Located in the heart of the Blue Ridge Mountains in Virginia, the company prides itself not only on the excellent quality and craftsmanship of its products, but on its one-on-one, personal relationships with its customer base. While the company's Web presence accounts for the majority of its sales, approximately one-third of its customers place orders by phone. The phone is also an important communications vehicle for the company in general, as it provides a more personal touch to customer relations than e-mail. Fox Creek Leather's firm commitment to excellent customer service seeks to ensure that customers reach a live person on the phone rather than a recording. Unfortunately, the phone system the company had been using was a standard system from the local phone company with only four lines. limited the number of calls that could be made at any one time, especially since one of the lines was dedicated to a fax machine.