by Larry Mead, Kate Kompelien and Kurt Schroeder
Find out how we’re helping organizations redefine their customers’ expectations.
Nationwide Utilizes Avtex's WFM Adapter for Genesys Cloud to Maximize WFM Performance in New Cloud Environment
Nationwide, an insurance and financial services company, saw a need to create a more agile business model by moving the company's massive contact center footprint to the cloud. To maximize this new cloud solution, Nationwide needed the ability to efficiently ingest detailed contact center data from its new cloud contact center into its Nice WFM tool to make informed scheduling decisions.
More Featured Case Studies
More about Leatherman Teams Up with Avtex to Strengthen Customer Relationships and Expand Direct-to-Consumer Sales
Leatherman Teams Up with Avtex to Strengthen Customer Relationships and Expand Direct-to-Consumer Sales
Leatherman, a multi-tool manufacturer based in Portland, sought to complement strong retail sales with greater performance across its other sales channels—including an emerging direct-to-consumer (D2C) market. Leatherman aimed its search at solutions that would be able to better support this new business directive.
More about Chipotle Partners with Avtex to Strengthen Customer Relationships and Drive Loyalty
Delivering a brand experience that consistently drives customer loyalty and sales is a logistical challenge faced by even the most successful organizations. Chipotle, a trailblazer in the food industry and pioneer in fast-casual restaurant experience, is no exception. Chipotle seeks to deliver brand loyalty through developing and nurturing strong relationships with their customers. Chipotle turned to Avtex to build a solution that would capture and analyze more comprehensive customer information and insights, to empower a more meaningful and personalized customer experience with every individual engaging with their brand.
More about iQ Credit Union Partners with Avtex to Reinvigorate Employee and Member Experience
With outdated systems that made communication difficult, dreams of working remotely while maintaining business continuity were fading quickly. iQ was also looking to elevate their member experience (MX) with faster, more connected communications. Before partnering with Avtex, iQ's members and agents were experiencing friction in the contact center.
More about Gesa Credit Union Partners with Avtex to Create Seamless Member Experience After Merger
Merging companies is never an easy task—especially when it requires deploying a brand-new joint experience to both sets of members. So, when Inspirus and Gesa credit unions announced they were joining forces, focus turned immediately to how they could continue to best serve both of their member bases moving forward. Gesa and Inspirus turned to Avtex to better understand their existing member and employee journeys and to design a modernized member experience strategy.
More about Service Corporation International Partners with Avtex to Enhance Their Collections Process and Deliver World-Class Experiences
Service Corporation International Partners with Avtex to Enhance Their Collections Process and Deliver World-Class Experiences
Delivering the experiences customers expect is not always an easy task. For funeral, cremation, and cemetery services providers like SCI, delivering a personalized, smooth customer experience is compounded by navigating families’ most difficult, personal, and challenging times. However, service excellence is engrained in SCI’s company culture and employees will go to great lengths to ensure families have a profound and meaningful experience. In 2020, SCI made the strategic decision to focus on enhancing their collections experience. SCI wanted to assess pain points, collect feedback, and diagnose customer journeys throughout the entire collections process. This strategic investment propelled SCI into searching for a trusted customer experience partner.
More about AvMed Uncovers New Growth Opportunities Through Competitive Market Insights
AvMed, a health plan based out of Florida, partnered with Avtex to gain a deeper understanding of new and existing members so they could drive growth and deliver the highest value experiences in both familiar and unfamiliar markets.
More about Schwan’s Home Delivery Transforms Customer Experience with Help from Avtex
As a pioneer in frozen food delivery for almost 70 years, Schwan’s Home Delivery is committed to delivering the highest level of quality frozen foods to its customers while aligning the organization around the common goals of excellence in routing and operations, and Customer and Employee Experience. Due to changing customer expectations and the ongoing evolution of the organization, Schwan’s Home Delivery faced challenges in meeting these goals.
More about Avtex and Edina Realty Join Forces to Develop Groundbreaking Digital Real Estate Assistant
Edina Realty, a subsidiary of HomeServices of America, a Berkshire Hathaway affiliate, is one of the nation’s largest real estate companies. The organization needed assistance in its ongoing efforts to support more than 75 real estate offices and nearly 2,400 real estate agents licensed in Minnesota and western Wisconsin.
More about Avtex Guides LifeGift to the Cloud
LifeGift is the designated organ procurement organization for north, southeast, and west Texas. Recently, LifeGift needed help transforming its contact center to better meet the needs of employees performing life-saving organ procurement activities.
More about Avtex Helps Neighborhood Credit Union Implement New Contact Center Solution
Neighborhood Credit Union relies heavily on its contact center to support members throughout the Dallas-Ft. Worth area. Unfortunately, issues with their old contact center solution, including a lack of timely updates, limited functionality and increasing prices, made delivering quality member interactions difficult.
More about Innovative Application Gives Users Real-Time Data Regarding Generator Performance
For Cummins Inc., bridging the gap between generator reliability and customer satisfaction became a goal of the organization’s efforts to create lasting brand loyalty. With that goal in mind, Cummins set out to create a mobile application that offers customers the ability to track a generator’s status in real-time.
More about Avtex Helps AllRegs Create a New Application to Support Customers
AllRegs provides research and reference and analytical services to mortgage professionals from its extensive content library which spans every aspect of the mortgage industry. Customers subscribe to these services to gain access to a suite of specialized web applications. One of these applications, Market Clarity, began to experience reliability and performance issues.
More about Avtex Creates Custom Solution to Help Strategic Wave Track Assets in Real-Time
At any given time, Strategic Wave tracks the location, destination and status of up to 8,000 ISO tank containers, chassis, and returnable cylinder assets on behalf of chemical manufacturers and shippers across the globe. Providing its customers with easy access to updated data regarding these assets is a key aspect of Strategic Wave’s business plan. Unfortunately, the company’s outdated and underpowered customer access application struggled to meet this goal, leaving many customers frustrated.
More about Avtex Guides Red Wing Shoes Through a Company-Wide Migration to Office 365
Red Wing Shoe’s IT team maintains all of their retail environments and internal systems, including Exchange. The team often found themselves spending too much time troubleshooting issues with their existing on premise Exchange environment and capacity issues within their mail environment, which left little time for other crucial projects.
More about Avtex Helps Netgain Optimize Its Contact Center Technology
Netgain’s mission is to improve the patient experience by managing the IT operations of healthcare providers nationwide. Time is of the essence, and it is crucial issues are handled on the first call. Netgain strives to provide exceptional client service, and their legacy phone system was not meeting their high standards. Analysts found they were spending unnecessary time gathering information as to who was calling, adding precious seconds to each call.
More about Avtex Helps LifeSource Improve Collaboration Using Cloud Technologies
LifeSource works closely with hospitals, transplant centers and grieving families to facilitate the gifts of organ and tissue donation. This process requires timely access to information, reliable communication and detailed tracking of key data points.
More about Avtex Helps Language Access Network Connect Patients with Trained Interpreters
Language Access Network connects patients and medical providers with interpreters fluent in more than 210 languages. To better its customers, LAN needed a mobile video-streaming application that can be accessed by patients and medical providers quickly and easily.
More about Avtex Helps Fans Track Runners During Twin Cities Marathon
Twin Cities in Motion is committed to providing exceptional race-day experiences to runners and fans alike. To reach that goal, the organization went on the hunt for a at cost-effective yet contemporary solution to provide tracking notification services to spectators to improve the fan experience.
More about Avtex Makes Nautilus Stronger
Nautilus was in desperate need of shedding process weight, increasing customer service reaction time, building internal coordination and continuing to flex their formidable marketplace muscle. Additionally, Nautilus’ “phone system” needed untangling, streamlining and innovating nationally, internationally and corporate-wide.
More about Avtex Helps Handyman Connection Manage Their Customer Data More Effectively
Handyman Connection is committed to taking the fear and worry out of home projects. By maintaining franchise relationships with countless carpenters, remodelers, tilers and painters across the country, Handyman Connection is able to connect homeowners with the expert needed to get the job done. Unfortunately, Handyman Connection’s outdated customer relationship management system made it difficult to provide the level of service the organization is committed to.