“As a result of key partnerships, American Auto Shield (AAS) was experiencing significant growth. To accommodate the growth, the company had made an investment in new contact center software. However, with the rising call volume and contact center agents, the new solution was not scaling with the business.
AAS deployed new infrastructure and the Enghouse Contact Center across our four locations in the US. The launch was successful despite an unexpected event that forced us to go live a day early. The Enghouse team placed strong emphasis on change management and training. Their hybrid approach of LMS digital content and instructor-led training was a primary factor of the smooth transition to the new solution.
Post launch and ongoing support has been outstanding. We have a strong and collaborative relationship with our Technical Account Manager, John Pak. John is exceedingly responsive, and shares his knowledge with our technical team giving us a better understanding of the Enghouse solution. John Pak has played a key role in our success.
Since the move to Enghouse a year ago, American Auto Shield has almost tripled in size. The Enghouse solution provided AAS with the stability, scalability, and efficiencies to accommodate our rapid growth. Enghouse Communications Center has transformed the agent experience and provides management with greater visibility into real-time call and agent activity. These features proved even more valuable as we moved to a remote work environment due to the pandemic.
Enghouse has been a great partner, and I wouldn’t hesitate to recommend them.”
Executive Vice President – CIO
American Auto Shield
“I am more than happy to provide a testimonial on behalf of Enghouse relating to their operational and customer service.
In early 2018, we changed our payroll software (to Ultipro} and researched telephone punch in/out systems. Enghouse provided a proposal and subsequently worked closely to accommodate our phone tree requests to assist our employees in clocking in/out.
In the early stages, our phone tree requests tended to be long-winded which caused higher phone charges. Enghouse again worked with us to shorten-our messages resulting in significant savings to us.
When Covid struck in the first quarter of 2020, once again Enghouse came to our rescue in 2 ways:
- We expanded our phone tree to allow employees to notify us if they were feeling unwell or were concerned as to the wellness of others. This was complicated as the notification needed a to be sent via email to the employees next direct report. Enghouse worked diligently with us to accomplish this task.
- Being in the hospitality business (providing valets for hotels), our workforce was gutted as our clients shutdown valet operations. Enghouse, once again, worked to find us a plan which allowed us to pay a fair price for actual minutes used.
From our employees to our IT department to the CEO, we have appreciated Enghouse’s dedication to Ace Parking’s needs– and how quickly they’ve worked with us to satisfy our requests both operational and monetarily.
The word partnership is bandied about whether it exists or not; however, I truly feel that Enghouse is our partner¬¬– they’ve had our back through thick and thin and we intend to remain a customer for the long haul.
I am grateful for Enghouse’s assistance and would be happy to talk with you if you have any questions.”
“As you all know, last week Fitness International (LA Fitness, City Sports, and Esporta Fitness Clubs) was overwhelmed with an unprecedented surge of email requests in our Member Service Queue (hosted by Enghouse software). We had to respond to these requests and properly take care of all of our members, but there was no way we could respond in a timely manner with the resources available to us. This was particularly stressful because of all that has been happening with Covid-19. So I found Dave Thomas on LinkedIn and asked for his help. I didn’t know him and he didn’t know me. The response was fantastic. You engaged rapidly with full commitment. You encountered obstacles and you overcame them. You stayed on it until you successfully delivered a solution that enabled us to properly take care of our members.
I was on active duty in the Marine Corps for 20 years. That was my good fortune. In that time, I saw many examples of Marines persevering under extreme circumstances. They always did what had to be done, no matter what. It is very inspiring to be around those kind of selfless people. I tell you this because your effort and commitment reminds of that. Unfortunately, most companies and people would not have been helpful and would have treated this as “not my problem”. But not you, and that is truly exceptional. You should be proud of what you have done, not only because you came up with a solution, but because you were willing to stop what you were doing and go all in to solve this problem. I know you didn’t have to do it. Thank you!”
Chief Information Officer
Fitness International, LLC
“You delivered a well-designed and perfectly functioning system to us in our time of need. You did so swiftly, professionally and we are incredibly thankful for the knowledge and expertise you brought to the table and applied to the challenges facing our company and our state.”
~ Utilities Company
Find out how Enghouse Interactive solutions have helped customers from many different industries around the world.