Cartersville, GA. - ServeCo North America has launched two substantial upgrades to their software suite of services. ServeCo’s call center call management software and customer relationship management (CRM) platforms have undergone a complete custom rebuild that will revolutionize the customer experience in home furnishings service.
Completed in September, Phase 1 involved an overhaul of the company’s call center software, providing ServeCo North America with improved efficiencies in monitoring answer speed and handling time, reporting, and support for workspaces that exist inside and outside the traditional office setting.
“More than changing phone providers, we wanted to have a platform that we could manage and direct inbound calls to a service advisor’s individualized skill set,” shared CEO, Tony Milano. “This cutting-edge approach to call disbursement supports our customized product offering and graduated training initiative to assure that customers will be engaged with team members that can help them most.”
During Phase 2 launched in October, a pilot of the company’s custom CRM solution is underway with successful results. In development since 2021, it provides a consumer portal capable of allowing customers to manage their entire service process, a consumer and technician mobile application, service contract validation analysis, real-time service updates to consumers, clients, and technicians as well as customized reporting. ServeCo plans a full rollout of the CRM solution by the end of 2023 with a future roadmap of enhancements outlined for the next 5 years.
“With so many new entrants into the furniture service category touting the latest technology,” shared Mr. Milano. “We wanted to exceed their capabilities and make sure that the design of our CRM reflected the unique requirements of FURNITURE service.”
About ServeCo North America
ServeCo North America supports furniture and mattress retailers as a single source provider of extended service contract programs, on-site cleaning and repair service, traffic generating product loyalty programs and private-labeled sleep essentials.
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