Streamline Processes
Coach-Net Services Group (“Coach-Net), located in Arizona and formed in 1992, is a leading provider of branded 24/7 emergency roadside assistance, membership fulfillment, RV technical assistance and other travel related services for the recreational vehicle industry and various membership associations. Current clients include Ford Motor Company, Winnebago Industries, Monaco Coach and Hagerty Insurance to name a few. Through its contact center operations in Lake Havasu City, Arizona, Coach-Net provides coverage to roughly 3,400,000 members of clients throughout the United States and Canada, and handled more than 1 million calls in 2004.
For years Coach-Net has maintained a great reputation in the high competitive road side assistance industry. Their ability to provide their clients with highly customizable service offerings was key to their success. In order to capitalize on this business advantage and to cost-effectively meet business growth demands, Coach-Net needed a contact center platform that at the same time offered both high reliability and easy customization.
A team of key Coach-Net employees and consultants established three key business requirements for the new contact center platform:
1. Coach-Net’s service is built on providing 24/7 service 365 days a year. Any solution would have to be implemented seamlessly and with zero service down time.
2. Coach-Net had already invested significant amounts of capital into its IT infrastructure. Any new solution would need to be integrated in a cost effective manner and to operate effectively with other technology systems already in place.
3. Coach-Net’s management team had several very detailed and customized service feature enhancements that needed to be developed on the new contact center platform.
After an extensive review of many proposed platforms the selection came down to Coach-Net’s existing Avaya platform and eOn’s eQueue contact center solution. Coach-Net chose to implement the eQueue because of its rock solid reliability and customization ease. This was no small decision, seeing that Coach-Net had several years left on their Avaya lease. Coach-Net felt that the eQueue offered optimum control in responding to business-driven process changes and associated response time and costs.
Furthermore, Coach-Net found that not only did the eQueue provide an open architecture and an extensive portfolio of contact center applications, but that the eOn implementation team took the time to deeply understand the unique business goals of Coach-Net and worked extensively to create the working partnership necessary to achieve them. “We had to secure a platform and a contact center solution that could be implemented quickly keeping in mind our core business and the need’s of our customer. Furthermore, it needed to address our plans for future growth, and support our future needs of customization. We achieved that with the eOn solution,” said Henry Stroup, President and CEO of Coach-Net.
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