Account-Based Call Routing
CCi Voice configured ENCON’s phone system to use customer account information when directing inbound calls.
When an existing customer called from a recognized telephone number, the system could route that call to the contact responsible for the account. This helped ENCON connect customers with someone who already understood their relationship, service history and current needs.
The customized routing process reduced unnecessary handoffs and supported a more personal customer experience.
Same-Day Remote Work Deployment
When the pandemic suddenly required ENCON’s customer service operation to work remotely, Chelsea contacted CCi Voice for assistance.
CCi Voice configured approximately 15 team members to work remotely, completing the transition the same day. The rapid response allowed ENCON’s employees to continue assisting customers without waiting for a lengthy telecommunications deployment.
“They took the time, they set everyone up, and they have always provided me that level of service.”
— Chelsea Begic, Customer Service Senior Manager, ENCON
Hands-On Training for ENCON’s Team
CCi Voice worked directly with Chelsea and other ENCON employees to explain how the phones operated and how common issues could be diagnosed.
Instead of making ENCON dependent on outside support for every adjustment, the CCi Voice team helped Chelsea develop the confidence to troubleshoot many phone issues independently.
When additional help was required, she could reach a responsive support team that already understood ENCON’s environment.
A System Designed Through Collaboration
ENCON’s leadership remained involved throughout the planning and implementation process. CCi Voice walked the team through the system step by step, explained the available options and configured the platform around ENCON’s priorities.
For Dustin, that consultative approach made the experience feel different from a traditional equipment sale.
“I never felt that they were just selling me a phone system. It was very much a white-glove experience.”
— Dustin Tilford
The Results: Stronger Customer Service and Greater Flexibility
Customers Reach the Right Contact Faster
Routing calls according to customer account relationships helps callers reach the employee most familiar with their needs. ENCON can preserve the personal service its customers expect while reducing transfers and manual call handling.
Customer Service Can Continue from Anywhere
The remote-work deployment gave ENCON greater operational flexibility. When employees could no longer work together in the office, approximately 15 team members were equipped to continue serving customers remotely within the same day.
Employees Have Greater Confidence in the System
Through direct training and ongoing guidance, ENCON employees learned how to use the system and resolve many routine issues internally. The company also retained access to responsive support whenever more advanced assistance was needed.
Communications Reflect ENCON’s Customer-First Approach
The completed phone system supports the same qualities ENCON emphasizes in its own work: responsiveness, clear communication, technical expertise and personal service.
CCi Voice did not force ENCON’s customer service operation into a predetermined phone-system template. The system was configured around ENCON’s existing workflows and the relationships its team had developed with customers.
What Other HVAC Companies Can Learn from ENCON
HVAC companies manage a complex mix of emergency service requests, scheduled maintenance, active projects, estimates and long-term customer accounts. When calls are routed incorrectly or employees cannot access the system outside the office, customer service can suffer.
A properly designed phone system for an HVAC company can help:
- Direct established customers to their assigned contact
- Reduce transfers and administrative handoffs
- Support customer service employees working remotely
- Maintain continuity during unexpected disruptions
- Give nontechnical employees practical control over the system
- Provide access to knowledgeable support when assistance is needed
ENCON’s experience demonstrates the value of designing communications around actual customer-service workflows instead of settling for a standard installation.
Why ENCON Chose CCi Voice
ENCON needed more than phone equipment. The company needed a communications partner that would understand its operation, customize the system and remain accessible after implementation.
CCi Voice delivered:
- A phone system configured around ENCON’s customer relationships
- Customized inbound call routing
- Rapid remote-work deployment
- Direct employee training
- Responsive troubleshooting and technical support
- A collaborative, white-glove implementation process
The result is a communications system that helps ENCON’s team provide the responsive and personal service on which the company has built its reputation.
