You can have the best phone system – but if you don’t have the best support behind it, you’re missing out. That’s why I feel lucky to have Medlin on our side.”
– Mike McKirchy, IT Manager
Lurvey Landscape Supply & Garden Center helps people improve their outdoor surroundings by providing quality landscaping products and out-of-this-world customer service. The company has been in business for 30 years with 170 employees, four wholesale locations and a garden center open to the general public.
With periods of extremely high call volume during the spring and summer months, Lurvey faced the challenge of having enough people to answer its phones in a timely manner. At the same time, Lurvey wanted more advanced options in regards to how their incoming calls were being routed, including getting far more detailed information about every call. How many calls were received? How many came to a specific department? How long were customers sitting on hold and how many hung up while on hold?
Medlin recommended a new phone system that communicated to the customer their updated place in line to have their call answered. If a customer knew they were number three in line, they’d be less likely to hang up.
Medlin also managed every detail of the multi-location rollout of the system, including training employees during the set-up phase. This communication before official launch was pivotal to a successful implementation in which Lurvey’s employees could start using the phone system almost immediately.
With Medlin’s new phone system in place, Lurvey has a total link to the customer, no matter where in the store an employee happens to be. Need a call transferred to an employee’s cell phone while they check inventory? No problem.
As Lurvey grows, their user-intuitive phone system from Medlin will grow with them. They have advanced call reporting, so they can see how many calls come to specific departments and improve upon customer service issues. And with a Medlin Asset Protection (M.A.P.) plan, Lurvey’s investment will be protected no matter how much the technological landscape changes.