Priority Fulfillment Services


Background…

PFSweb, Inc. (PFS), based in Plano, TX, is a leading business process solutions company providing "purchase to delivery" service, systems, support and management for today's top brand names. PFS logs customer claims, returns, and return statuses and processes an average of 200,000 calls per month through its 500+ agents. A partial list of their growing base of clients includes: Pfizer, Hewlett-Packard, Xerox, Nokia and Lancôme.

The Challenge…

PFS currently provides services to more than 30 clients that operate in a range of national and international markets including apparel, business computer products, printers, sporting goods and consumer electronics. The contracts with these companies mandate that 80% of the calls be answered within 20 seconds. PFS is intent on ensuring high quality service to its existing client base while simultaneously controlling overhead costs and pursuing the expansion of both existing business and new business.

The Texas Digital Solution…

Texas Digital approached PFS in 1998 with the QuickCOM Enterprise solution. QuickCOM integrates with PFS' Avaya CMS ACD system and monitors and reports critical call statistics from the 165 call queues or "splits". This solution provided PFS with dynamic call center information processing and the means to effectively communicate with all levels of management as well as with the individual call center employees. According to a PFS presentation developed to attract new business, QuickCOM is used to "empower agents to execute the calls". With three large LED PDU 400-2 display boards strategically placed around the call center and pertinent call center information continuously on display, managers are free to move about the call center. This creates a "hands on" management style that adds reassurance and comforts the clients they serve. With QuickCOM, calls that have not been serviced within 20 seconds are automatically displayed on the wallmounted LED display boards. With continuous recording, analysis and display of call center data/metrics, call center employees are given a basis upon which their aggregate performance can be examined. Texas Digital' QuickCOM solution has been most effective in maximizing operation efficiency and has enabled PFS to exceed service levels and eliminate contract breaches and the subsequent loss of clientele. Albert Cooksey, the PFSweb Contact Center Director, is quick to praise Texas Digital' solution, "The QuickCOM Enterprise solution is a part of our culture and has become such an integral part of our operation that we include it in our sales presentations to all potential new clients."

The impact Texas Digital's QuickCOM solution can have on an organization improves both operational performance and customer service. Recently, PFSweb was named 'Best-in-Class Winner for Customer Service' by Consumer Goods Technology (CGT). "Attaining the title of 'Best-in-Class' for customer service truly illustrates what PFSweb is about our clients and their customers," said Mark Layton, president and chief executive officer at PFSweb. "Our commitment to quality customer service has been our foundation from day one and will continue to carry us as we grow."