“At last – how telephony should work with Dynamics CRM” – says Craig Bostater of Rocky Brands.
The problem for Rocky Brands was their 75 agents were having to manually log phone calls in the CRM, constantly switching between telephony ad CRM systems, constantly importing and exporting data between the systems and trying to merge reports from the different systems. When it came to dialing lists of customers, it was slow and boring for agents. Dynamics Telephony was researched and found to be from a vendor with 15 years experience of integration with AVAYA and Skype for Business, and a long list of successful and robust installations.
Rocky Brands decided to trial Dynamics Telephony. This was installed with the minimum of fuss. Working with our Dynamics Telephony engineer, we were able to use the trial period to be satisfied the system would be of value to us and to fine-tune the system to work as we wanted with our Dynamics CRM. Now, using the system, agents are reporting a 50% or more improvement in contact rate from the built-in progressive dialer.
The support from the Dynamics Telephony engineers has been fantastic. It really is the difference between a good implementation and a bad one. Dynamics Telephony have been providing expert support and ongoing updates with product improvements.
Features Rocky Brands loved:
– Ability to switch between Avaya and Skype for business easily, on a per agent basis
– Ability to have different agents running on different CRM instances.
– Built-in progressive dialer
– The Dynamics Telephony support engineers, based in New Hampshire.
Rocky Brands Inc. Nasdaq: RCKY. Founded in 1932, employs 3,000 people in design, development, manufacture and marketing of premium quality Outdoor, Work, Western, Duty and Military footwear as well as Outdoor and Work apparel and accessories. The Rocky Brands family of brands includes owned brands ROCKY, GEORGIA BOOT, DURANGO, LEHIGH, CREATIVE RECREATION, and the licensed brand MICHELIN Footwear. Nelsonville, OH