Today, buying flowers online is as common as ordering food delivery. But that wasn’t always the case. As consumer habits evolved with the Covid-19 pandemic, so did the demand for contactless floral and gift delivery services. “A lot more people are shopping online now. For flower shops, that wasn’t the case before Covid,” according to General Manager Zulay Shum.
In order to remain competitive in the rapidly evolving floral industry, Tiger Lily deployed an upgraded virtual phone system to bridge the gap between their eCommerce store and their brick-and-mortar storefronts.
The changing consumer landscape required an advanced approach to solving operational challenges. The critical areas of focus were obtaining a complete queue management system that would offer visibility on who was answering calls, when calls got dropped, call duration, etc. With flower shops in 3 cities and growing, Tiger Lily’s management team needed complete phone system transparency to scale quickly, monitor call performance metrics, and ensure quality control.
Although Tiger Lily had been a customer of VirtualPBX for 6+ years, their phone system played a pivotal role in the transformation of their business. Like many other small businesses that outgrew basic VoIP features, Tiger Lily deployed advanced telephone features to meet their new requirements.
Lily relies heavily on ACD Queues Pro to distribute calls to their sales, design, and delivery teams. They use one main telephone number for all 3 locations. When they receive an incoming call, ACD Queues Pro uses advanced logic to distribute incoming calls to the next available agent based on rules that are configured in the management dashboard.
Being voted the #1 Floral shop in Las Vegas isn’t easy. In order to maintain the highest quality service standards, Tiger Lily conducts monthly reviews of its team’s call performance metrics. Advanced Call Reports can be generated on a schedule or on demand and allows management to review and track important KPIs such as call abandonment rates, on-hold times, etc.
In addition to reviewing call metrics, Tiger Lily uses Call Recording to monitor and ensure call quality standards remain high. With this feature, they can record, store, replay, and manage conversations with ease. They can rest easy knowing that their data is stored securely with the VirtualPBX AWS Integration.
“We are better at managing the operation,” says Shum. “Before, we had no visibility, people weren’t answering calls, calls were dropped, and we didn’t know how long the calls were. We didn’t have that information. Now we do.”