Boise Cascade "integrates all customer touch-points".
At Illinois-based Boise Cascade Boise Cascade Holdings, LLC, which uses the trade name Boise, is an American pulp and paper company, ranked as the thirteenth largest forest products company in the world. Office Products Corp., which employs 12,000 people and operates 63 distribution centers, the goal of installing Cisco Contact Center solutions was twofold. The company wanted to improve its customers' experience when contacting the company and wanted to use customer data intelligently to generate additional sales through multiple channels -- over the phone, on the Web or through e-mail.
"We were looking to integrate all our customer touch-points so that however a customer interacted with our company -- inbound in·bound 1
Bound inward; incoming: inbound commuter traffic.
Adj. 1. inbound phones, an outbound out·bound
Outward bound; headed away: outbound trains.
Adj. 1. outbound - that is going out or leaving; "the departing train"; "an outward journey"; "outward-bound ships" salesperson or the Internet -- information about the interaction would be available to all," says Gary Massel, Vice President and Chief Information Officer for Boise Cascade.
Deployment of Cisco IPCC See IMS Forum. and Cisco Collaboration Server has enabled Boise Cascade to develop closer relationships with its customers by closely linking customer data to a multi-channel IP-based contact center solution. Boise is currently deploying the initiative on a widespread basis and has already identified a number of benefits, including:
* Accelerated profitable growth by attracting, retaining and growing business-to-business customers,
* Increased margins by creating a greater value to customers and helping improve customer retention,
* Improved customer experiences by increasing first-contact resolutions through greater access to information,
* Reduced operating expenses Operating expenses
The amount paid for asset maintenance or the cost of doing business, excluding depreciation. Earnings are distributed after operating expenses are deducted. by improving customer-management process efficiencies and reducing duplicate efforts across business units.
"We are basically turning ourselves into a knowledge-driven corporation, and our customers have responded very favorably fa·vor·a·ble
1. Advantageous; helpful: favorable winds.
2. Encouraging; propitious: a favorable diagnosis.
3. to the changes," says Massel.