Stranded by the
Side of the Road…
Company Background:
Coach-Net Services Group, Inc. ("Coach-Net") is
Has this ever happened to you? The reality is that located in Arizona and was formed on
roughly 27 million motorists experienced a November 5, 1992, but has been a trusted name
breakdown in 2004. But for the more than 3 since 1987.
million members served by Coach-Net, a 24/7
Since 1987, Coach-Net has grown their business
emergency roadside assistance company, help
by adding premier recreational vehicle
is just a toll free phone call away. With one call,
manufacturers, clubs, insurance companies, and
the knowledgeable staff of Coach-Net will make
sure that their members are safe, diagnose their user groups to the people they serve. The call
motor vehicle problem, and dispatch the center in Lake Havasu City currently employs 74
a p p r o p r i a t e agents and handled more than 1 million calls in
Independent 2004. The Lake Havasu City, AZ Coach-Net site
Ser vice was selected not only for its beautiful location
Provider to on the shores of the Colorado River, but also for
their aid its lack of vulnerability to natural disasters such
twenty as earthquakes, tornadoes, ice storms, or
four hours flooding, that could interrupt service delivery.
a day, seven
days a week. Coach-Net is a leading provider of branded 24/7
emergency roadside assistance, membership
Henry Stroup, fulfillment, RV technical assistance and other
President & CEO says travel related services for the recreational
“At Coach-Net it’s all about vehicle industry and various membership
managing relationships with the member on
associations. Current clients include Ford Motor
the road, the manufacturer of the vehicle, and
Company, Winnebago Industries, Monaco
the person dispatched to provide service to the
Coach and Hagerty Insurance to name a few.
member. Each and every customer is important
to us and to our success”. Through its contact center operations in
Custom Applications from eOn L a k e H a va s u C i t y, A r i z o n a , C o a c h - N e t
Communications give Coach-Net the provides coverage to roughly 3,400,000
ability to increase customer satisfaction and members of clients throughout the United
continually improve business processes . States and Canada.
4105 Royal Drive NW | Kennesaw, GA 30144 | 800.955.5321 | www.eoncommunications.com | info@eoncc.com Customer Story
eOn Customer Success Story
Coach-Net
eOn eQueue Contact Center Solution
®
eOn eQueue Multi-Media Contact Center Solution
!
Coach-net Faced A Few Key Challenges: The Results:. Single queue for all media types – voice, e-mail and web
communications – improves customer service and loyalty,
First challenge: Coach-Net’s service is built on providing 24/7 The evaluation team found that not only did the increases agent productivity, and lowers total cost of
service 365 days a year. Any solution would have to be eQueue provide an open architecture and an extensive ownership.
implemented seamlessly and done with zero service down time. portfolio of call center solutions, but that the account
The Problem: team took the time to deeply understand the unique ! Intelligent routing as well
Second challenge: Coach-Net had already invested significant goals of Coach-Net and worked extensively to create a as comprehensive real-time and historical monitoring and
For years Coach-Net has maintained a great reputation amounts of capital into its IT infrastructure. Any new solution working partnership necessary to achieve them. This in management tools, with fully customizable routing and
in the road side assistance industry; now they need a would need to be integrated in a cost effective manner to operate the end proved to be the winning combination. reporting options, the eQueue enables contact centers to
way to connect back office and call center operations effectively with other hardware and software already in place. maximize service levels and center productivity, ensuring
at their Arizona facility which would enable them to “The strength of eOn’s organization and their products the fastest possible response to customer interactions.
cost effectively grow their business. Third challenge: Coach-Net’s management team had several lies in their commitment to allow their customer to
very detailed and customized service feature enhancements that guide product and application development. From the ! Applications include, e-mail,
needed to be developed on the call center system. outset of the project, our Technical Account Manager, Web chat and Web collaboration with comprehensive
In a nutshell Director of Professional Services, and Engineering knowledge database, integrated voice response, voice mail,
The Solution: Departments worked hand-in-hand with the Coach- quality assurance recording, complete telephony
Net team and our in-house developers to understand capability and a complete range of desktop devices and
The Company The goal was to build these custom applications using an open the applications we needed and how to integrate them applications.
Coach-Net is a leading provider of private label architecture contact center platform like the eQueue so that with our AS/400,” says Susan Edmonds, IT Manager.
emergency roadside and RV technical assistance Coach-Net would have optimum control in responding to ! Bridging the gap from
throughout the United States and Canada. It business-driven process changes and associated development The solution also provides multiple reporting traditional call centers to new web-enabled contact centers
wanted to add additional intuitive service features, costs. capabilities with various views of resource utilization. by applying years of experience in designing robust
which are also measurable and would add value to This enhances Coach-Net’s ability to track expenses and solutions for the demanding requirements of multi-media
the customer experience. A team of key employees and consultants set out to evaluate the associate productivity and provides dynamic reporting contact centers.
current Avaya platform and others. Coach-Net was introduced to to end-customers.
the eOn eQueue by their sister company Specialized Association ! Linux™-based system provides a
The Problem "We had to secure a platform and a contact center completely open architecture, ensuring customers have
Services (SAS) if they could accomplish the automation of these
Coach-Net operates in a highly competitive solution that could be implemented quickly keeping in more choices with consistent and personalized service
processes on the current platform.
industr y, which requires high levels of mind our core business and the need’s of our customer. delivery, as well as consolidated tracking and reporting of
customization. All services are provided 24/7. Based on an extensive review of both the current Avaya and the Furthermore, it needed to address our plans for future all customer contacts.
Therefore, any solution must be seamless to the eOn eQueue, Coach-Net chose to implement a new eOn eQueue growth, and support our future needs of customization.
customer and have zero down time. in March 2005. This was no small decision, seeing that Coach-Net We achieved that with the eOn solution," said Henry ! For contact centers with as few as
had several years left on their Avaya lease. Stroup, President and CEO of Coach-Net. ten agents to those with thousands, the flexibility to add,
The Solution combine and customize important features and functions
Three custom applications were built to increase the to meet the individual needs of the contact center today
A turnkey system was built utilizing the eOn and well into the future.
effectiveness of Coach-Net’s operation using the eOn eQueue:
eQueue, an open architecture contact center
platform. This platform provided the ability to 1. Automation of the “Closed Loop” process, which was being ! Comprehensive reporting,
easily deploy the custom applications required. completed manually by Coach-Net’s call center to measure monitoring, and SoftPhone capabilities ensure virtual
service delivery times. agents are part of the contact center regardless of location,
The Results improving agent retention and reducing operating
2. A voice recording application which links each service expenses.
The system has provided Coach-Net with
interaction record resident on Coach-Net’ s AS 400 System with
optimum control in responding to business-driven
the actual recording of the agent and customer conversation.
process changes and associated development
costs. It has also created an overall scaleable 3. A voice self-service application for Coach-Net’s ISP vendors.
To learn more about Coach-Net,
solution, which will allow for continued growth. This application allows the vendor to obtain status on their visit www.coach-net.com
accounts and purchase orders 24 hours a day, 7 days a week. or call 1-800-863-6740.
www.eoncommunications.com