Security Company Gains Robust VoIP Phone Solution with CRM Integration Leading to Customer Base Expansion

Industry: Security

Employees: 201-500

Location: Most of the USA

Customer Overview

Helping homes and businesses protect what matters most to them since 2003, Select Security’s roots go all the way back to 1972. Today, they are one of the largest security companies in the country, ranking in the top 50 in the latest version of the SDM magazine’s annual ranking. 

Select has also been recognized as one of the Top 50 Fastest Growing companies by the Central Penn Business Journal for three years in a row! But while recognition and awards are nice, they take greater pride in being the provider of choice for thousands of homes and businesses across most of the continental USA.

Executive Summary

Select Security, one of the largest security companies in the United States, needed to scale their call center and CRM platforms after acquiring tens of thousands of customers from a Canadian Security company. They required a sophisticated knowledge base so they could provide the highest level of customer service possible.

After choosing Intulse for their solution, they received a  fully functional order entry system and CRM integrated with a redundant IP-based call center telephone system deployed in under 60 days. This saved Select hundreds of thousands of dollars in initial, as well as ongoing, costs.

Dilemma

After acquiring the 28,000 US customers of a Canadian security company, Select needed to quickly ramp up a 30 seat call center complete with CRM integrations and an order system with real-time call analytics & wallboards. The solution had to be robust yet affordable. It needed to expand over time and roll out to the whole Select organization while supporting the ever-growing customer base.

Resolution

When Select Security chose Intulse as their preferred vendor, they knew they were getting a young company that had the potential to fail. They weighed that against the fact that Intulse was local, extremely responsive, and utilized cutting-edge technology which they excelled at customizing. Intulse was able to deliver a full-featured IP-based call center for pennies on the dollar. When compared to the national competition, they decided the slight risk was well worth it.

Results

Intulse met the expectations and beat a stringent timeline by weeks, allowing ample time for testing and training the call center staff before going ‘live’.  Select gained a robust VoIP phone solution with CRM integration able to custom connect several existing systems. This gave them the ability of full online order taking, queue agent business intelligence in real-time, as well as detailed historical call reports.

Intulse’s VoIP phone solution with CRM integration has contributed to a customer base expansion by Select. This has been a huge win for the organization and created the opportunity for an enjoyable experience for all of those new clients. Select received a fully functional order entry system coupled with a redundant IP-based call center telephone system deployed in under 60 days. VERY few vendors can deliver that!

“The flexibility has been awesome. Anytime we ask for something the answer is always a “YES” with minimal deployment time. We went from “0” to a fully operational call center in just 60 days. Not many vendors can do that!”

Steven Roy, Director of Technology Services – Select Security

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