ProProfs boosted our efficiency! We now easily support 700+ dealerships.
Betsy McBride
About Company
Raynor Garage Doors is a leading manufacturer of residential, commercial, and industrial garage doors and openers. Founded in 1944, Raynor has built a reputation for high-quality, reliable products that set industry standards. With a network of over 700 dealers across the United States, Raynor provides a wide range of products including rolling, sectional, and specialty doors. Their commitment to innovation, exceptional customer service, and rigorous testing ensures that every door meets the highest standards of safety and performance. Raynor Garage Doors continues to be a trusted name in the industry, dedicated to meeting the diverse needs of their customers.
Problem
Raynor Garage Doors struggled with a clunky customer support system. Their previous platform couldn't handle attachments in chats, hindering communication with dealers who needed to see relevant documents.
Call Center Supervisor Betsy McBride said, "We couldn't add attachments to chats before. Dealers need to see the documents we're referencing."
Additionally, tracking past conversations was a pain point, leading to confusion and wasted time.
"Our old platform made it difficult to track chats. Dealers would ask, 'I was on chat last week, but never got an answer. Who did I talk to?' We simply didn't have that information." - Added Besty McBride
Solution
Raynor selected ProProfs to address these challenges. Here's how ProProfs helped:
- Attachment Feature: Documents can now be attached directly in chats, streamlining communication with dealers.
- Chat Transcripts: Comprehensive transcripts provide a clear record for tracking and referencing past conversations.
- User-Friendly Interface: An operator bar simplifies navigation, allowing agents to see who's online and currently engaged in chats.
- Reporting Functions: Daily and weekly reports offer valuable insights into chat activity and performance.
- Testing and Support: ProProfs provided a smooth testing process and a responsive support team.
Result
Implementing ProProfs revolutionized Raynor's customer support. Betsy McBride emphasized several key improvements:
- Increased Efficiency: "Our team is much faster at grabbing chats. The reports even show us how long it takes to respond."
- Accountability: "There's more accountability because daily reports reveal who hasn't participated in chats."
- Improved User Experience: "Change can be difficult, but this was seamless. No problems whatsoever. We were all excited to start using ProProfs, and that enthusiasm continues."
- Enhanced Communication: Dealers and support staff can now share and view necessary documents during chats, significantly enhancing the quality of support provided.
"You guys have been great to deal with. There was a handful of us who were on the team with Lance when we were looking at a couple of different providers, and you guys were by far and away the best. Hands down, we all agreed ProProfs was the way to go." - Besty McBride
