OVERVIEW:
Easton, the highest volume shopping center in Ohio, features brand retail stores such as Nordstrom, Macy’s, and Tiffany & Co., in addition to over 200 stores and restaurants in 2.1 million square feet of space. The mixed-use shopping center has become both a regional attraction and a model for developers and communities nationwide. Since its grand opening in 1999, Easton has drawn more than 26 million visitors annually.

OFFICE COMMUNICATIONS CHALLENGES:
The high volume of visitors at Easton means a high volume of inbound calls. Customers often call the main number for the retail center to reach restaurants and stores, which created a challenge to keep up with transferring calls. Additionally, Easton wanted to be able to assist guests after hours.

TELECOM SOLUTION:
Easton needed an office phone solution that was tailorable and flexible to meet their communications needs as the demand changed throughout the year. FutureCom met with the management team to develop an ideal communications plan, and call processes were developed.

FutureCom’s Comunify® platform was implemented at Guest Services. The system with its natural, voice-enabled technology was tailored to manage the high volume of inbound calls that required transfers, as well as provide information about ever-changing events and other frequently asked questions.

RESULTS:
“We utilize the speech-enabled call routing to direct customers to the right location faster. Callers simply say the location they want to reach; and it eliminates on-hold time. Posting holiday messages, special hours or an emergency message is simplified with FutureCom,” explained Roxanne Nally, Sr. Manager of Guest Relations, Easton.

Nally stated the top three benefits for Easton are:

1. Comunify resulted in a 60% reduction in calls at the Guest Services Desk and gets callers get to the right person faster.

2. Previously we were answering nine lines; now Comunify answers an unlimited number of calls simultaneously.

3. We no longer must hire an extra person to handle inbound calls over the holidays. Our office was closed on Christmas and Thanksgiving and the system directed 529 callers to the right place. We provided excellence service without even being there.

“Working with FutureCom is not like the trap of the cable company’s phone system. They are very responsive and provide excellent customer service. The phone system is adaptable; they monitor proactively for issues and handle things as they happen.”

“FutureCom is truly a partner and their staff has become part of our team,” noted Nally.