Sloan Valve Company is a world leading manufacturer of water-efficient plumbing systems and has been in operation since 1906. Headquartered in Franklin Park, Illinois, the family-owned company manufactures plumbing products and systems for commercial, industrial and institutional markets worldwide. Their support center located in Franklin Park, Illinois employs 25 agents who interact with customers.

In order to streamline processes in the call center Sloan Valve understood that integrating their contact center with their CRM system would assist agents in helping customers.

Sloan Valve needed a pre-packaged, certified integration between SAP CRM and the Cisco IPCC Contact Center to help collect interaction details in SAP and provide screen pops to agents for incoming calls resulting in a better customer experience.

Solution:

AMC’s subscription for MCIS software has provided Sloan Valve with a pre-packaged, certified integration between SAP CRM and the Cisco IPCC Contact Center. This solution helps collect interaction details in SAP and provide screen pops to agents for incoming calls resulting in a better customer experience.

Now when an agent answers the phone, less time is spent finding the customer in the CRM system because it’s already on the desktop. Calls are also routed to specific agents to handle their issues based on call attached data that is filtered when the call comes in.  Callers receive more personalized service when calling in, which was one of the main goals.

“The integration of these two applications is exactly what we needed to improve our response times,” states Dan Arlt, IT Program Manager, of Sloan Valve. “We now have greater operational efficiency within our contact center.”

Results: