San Jose, Calif., June 29, 2010 - When stranded motorists ask for help from Jack Rabbit USA, the specialist in emergency roadside assistance knows that a timely and efficient response is essential to client satisfaction. The company's move to hosted phone service from Virtual PBX® has improved efficiency and response time, while simultaneously saving the firm over $15,000 per month in costs.
Jack Rabbit USA offers its services to drivers throughout 15 states within the South, Midwest and East Coast through a network of 30 roadside assistance dispatchers. But the technology the company had been using to communicate was burdensome and costly. Staff had to manually forward hundreds of calls each day. When Jack Rabbit USA began looking for a more cost-effective and efficient system, it hired technology expert James Yates to provide advice on services the company should consider to help cut costs and improve service to its customers.
"Jack Rabbit USA is the perfect example of a dispersed workforce," said Yates, owner of Technology Support Services, LLC. "After speaking with Jack Rabbit USA, it became evident that the company needed a low-cost solution that was easy-to-use, didn't require hours of upkeep and wouldn't disrupt the workforce. At the end of the day, the only provider that fit the bill was Virtual PBX."
With a Virtual PBX service plan, Yates was able to quickly create a custom phone system that met all of Jack Rabbit USA's needs. The company immediately began to leverage Virtual PBX's call-forwarding technology and TrueACDTM queuing. With Virtual PBX's TrueACD, inbound calls are automatically routed to the appropriate party or first available agent, making for shorter call wait times for customers calling into the PBX system.
"Prior to implementing Virtual PBX's solution, we had to manually manage hundreds of inbound calls every day, 365 days a year," said Theodore Kaufman, CEO of Jack Rabbit USA. "After setting up our Virtual PBX service, we realized a savings of $15,000 a month and had access to built-in features such as call-forwarding, TrueACD queuing and Web-based management that really helped improve how we did business."
Virtual PBX's TrueACD queuing offers the most sophisticated ACD capabilities of any hosted PBX provider. With TrueACD, callers do not need to know the extension of the person they are trying to reach. Managers don't need to spend time entering or changing phone numbers as employee shifts change, since TrueACD queues include presence management and employees log themselves in and out as needed.
"Our customers, like Jack Rabbit USA, have seen the quantifiable value that Virtual PBX is able to provide," said Paul Hammond, CEO and president of Virtual PBX. "Virtual PBX's all-in-one solution comes with a host of features that are ideal for businesses with a mobile workforce."
Virtual PBX believes you never get a second chance to make a good first impression especially when it comes to serving your customers. Our hosted PBX phone service gives small and growing businesses a professional, fully automated call answering and routing solution that can be up and running in a matter of minutes. Forget the hassles and costs of buying and maintaining your own PBX hardware. With Virtual PBX, your employees, whether in one location or far-flung, can focus on serving your customers while we provide the advanced features and responsiveness that give you a competitive edge. We also offer a backup phone service to ensure your business stays up and running should disaster strike. For more information on how your business can benefit from our innovation and passionate commitment to great customer service, visit us on the Web at https://www.virtualpbx.com.
The Hoffman Agency
(888) 825-0800, ext. 333