Avaya, Customer Stories, SAP CRM
Scope

Leading metal and plastics distributor finds value in integration with screen pop, single pane of glass UX and dedicated support

Scope

INDUSTRY

Manufacturing

INTEGRATIONS

Who is Scope Metals Group?

Scope Metals Group is a leading distributor and manufacturer of metal products headquartered in Israel. The company operates in over 40 countries and has a vast inventory of metal products, including stainless steel, aluminum, brass, copper, and carbon steel. Scope Metals Group offers a wide range of services, including cutting, bending, and welding, and serves a diverse customer base in industries such as construction, automotive, aerospace, and defense. The company was founded in 1980 and has since grown to become a global leader in the metal industry.

 

“With any solution vendor, it is appreciative when you have one email, phone and point of contact that you know you can go to that will do everything they can to help you. In other companies you may be directed to another territory or team, but with AMC every problem we had was taken care of with very good support.”

Ran Raz, Vice President of Marketing, Scope Metals Group

The Challenge

Scope Metals Group relies on incoming calls to drive their business. A team of more than 60 sales agents answer an average of 900 incoming calls per day. Their mission includes serving customers by delivering the highest quality materials to customers and helping them as efficiently as possible. The organization built an in-house solution for screen pop, but it was missing the integration component that would allow them to pull data from their CRM, SAP. In order to populate customer details from CRM once a call came in, they quickly realized the need to find a vendor that provided this integration between their CRM and phone system.

“We quickly noticed that the homegrown screen pop solution was not providing the customer data like we needed. Before AMC, we could not find anybody that offered this,” shared Ran Raz, Vice President of Marketing, Scope Metals Group.

AMC Technology provided the DaVinci platform integration between their SAP CRM and Cisco UCCX telephone system.

Solution

Increased agent efficiency

Due to the nature of their distribution model, Scope Metals Group relies on inbound calls to drive their business and sales. DaVinci provided the integration component that provides important customer details from SAP as soon as a call comes in, increasing the efficiency of incoming call navigation. Agents having a single pane of glass experience has also increased agent efficiency because agents don’t have to navigate to multiple applications as they had when using a separate in-house solution.

In addition to the features provided by DaVinci, Raz shared that the support received from the team at AMC is always quick and polite.

“With any solution vendor, it is appreciative when you have one email, phone and point of contact that you know you can go to that will do everything they can to help you. In other companies you may be directed to another territory or team, but with AMC every problem we had was taken care of with very good support,” said Raz.

Scope Metals is hoping to continue to track key phone metrics in the future to continue to improve the agent experience.

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