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As a Fortune 500 company, and one of the nation's leading providers of consumer electronics, Circuit City chose the eOn Millennium platform as their primary vehicle for communications in their retail stores, distribution centers and divisional offices and service centers. Circuit City has utilized the Millennium product throughout their over 500 retail operations for more than 10 years.
eOn offered a competitively priced and comprehensive solution to Circuit City’s diverse telecommunications needs. Circuit City wanted to improve their business communications and call center operations by deploying communications systems in their retail locations and distribution centers that were easy to install and maintain as well as provide advanced call routing and integrated automatic call distribution capabilities. Reliability was also of major concern to Circuit City since communicating with your customer is of great importance to retail operations.
By selecting eOn as their national provider, Circuit City is able to utilize the same communications platform throughout all stores, warehouses, district offices and service centers. This has enabled a “cookie cutter” approach to installations utilizing the Millennium systems’ flexible database programming and administration. At the headquarters in Richmond, VA, the company maintains a database of each type of location so that once the equipment is installed a technician downloads the appropriate configuration into the Millennium and the system is up and running in no time.
Circuit City remains deeply committed to delivering extraordinary customer service. By capitalizing on the Millennium systems’ programmable digital telephones with multiple lines, conference, transfer, hold and display capabilities, Circuit City associates can check inventory and prices or consult with in-store experts without ever losing contact with the customer. In addition, by using the Millennium system’s integrated ACD functionality, Circuit City monitors sales associate performance by surveying approximately 300,000 customers each year. The integrated ACD combined with the Millennium Real Time ACD reporting package has provided Circuit City with valuable information enabling them to make decisions on staffing, buying lines from the phone company, determining the level of service to provide to the customer and the cost of different service levels (how long it takes for people to answer the phone).
“We like to think of ourselves as an integral component of Circuit City’s communications department, and we are proud of the trust they’ve placed in us,” said Jack Dienno, eOn’s Vice President of Sales. “Circuit City has been an eOn customer since 1994, and we look forward to assisting them with new and improved technologies as they continue their strong growth.”
By choosing eOn and the Millennium system, the goal of improved operations and reduced fixed costs has been achieved by Circuit City. eOn continues to work with Circuit City to further increase employee productivity, achieve economies of scale, reduce operating costs and help Circuit City maintain and improve their competitive edge.
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