NSD saved over $730K annually and transformed its customer communications
NSD is a logistics and delivery company providing delivery services, product assembly and installation, reverse logistics, and other distribution services to large retailers and manufacturers in the U.S. After realizing its contact center agents were overloaded with too many calls, NSD implemented IntelePeer’s CPaaS solution with some exciting results.
I’m Marshall. I’m the senior manager of customer experience at NSD. Um everything related to the customer whether it’s calls, emails, reviews, social media, comes across my desk.
They were using a really broken-down Cisco system that they had purchased from a third-party provider that would not make changes to it without exorbitant fees. I think it was like ten thousand dollars to make a change. So if you wanted something more customized then you’d have to pay a lot of money to do anything, so we just didn’t.
It wasn’t until they let me play with the system and I had to go in there and actually see how easy it was that I, that’s when I became interested. I chose you because of the SmartFlows. I’ve worked with a lot of different IVR systems, and it that was the easiest one that I’ve ever worked. It’s very simple. It’s easy to use. It’s powerful. And that was the reason why I chose to go.