NSD is a logistics and delivery company that provides delivery services, product assembly and installation, reverse logistics and other distribution services to large retailers and manufacturers in the U.S. Its contact center handles customer calls about shipping updates and product details, and its customer experience team, led by Senior Manager of Customer Experience Marshall Ware, owns the systems that route and answer those calls.

NSD's contact center agents were overloaded. Every call was routed to a live agent because the existing system had no automation or IVR capabilities, so hold times climbed and customers grew frustrated. The system was also inflexible and expensive to customize. Even small adjustments became overcomplicated and required the vendor's help, at roughly $10,000 per change, so NSD simply stopped making them.

The lack of advanced capabilities held back agent productivity and customer experience. NSD wanted automated self-service options so customers could get information such as shipping updates without waiting on hold to speak to an agent, and it needed the freedom to change its own call flows. When it began evaluating alternatives it found IntelePeer's suite of services, which it was able to examine in depth before buying.

IntelePeer's intuitive design and ease of use convinced NSD it had found the right fit, and Marshall Ware was able to dive in as soon as implementation was complete. Using SmartFlows, NSD built flows that automate how incoming call traffic is routed. Callers can now retrieve shipping updates and product details through self-service, and when automation cannot resolve a request the call passes to an agent who sees the caller's information before answering.

The platform also absorbs unexpected spikes in volume. When COVID-19 drove up demand for delivery services, inbound traffic rose sharply; without self-service and automation the increase would have overwhelmed the call center.

NSD continues to refine its flows using IntelePeer's built-in analytics. The customer experience team can see how flows perform, how customers interact with self-service options, where callers drop out and at what point in a flow a problem may be arising, then make changes immediately on its own. The document describes this as a level of intelligence, customization and control NSD never had with its previous provider.

• Over $730K in annual savings by automating the daily workload of 10 agents and eliminating change fees
• 30% of all calls now handled through self-service without a live agent
• Approximately $2,000 saved per day since the platform went live
• Agents see caller information before answering calls that automation cannot resolve
• NSD makes changes to its call flows quickly on its own, with no vendor involvement
• Absorbed the COVID-19 surge in delivery demand without overwhelming the call center