The Challenge: A stale and outdated on-premises system
Before 8x8, Foodware was struggling to succeed with an outdated Cisco phone system. The system was aging, had limited support, and didn’t have some of the bells and whistles that many employees and customers have come to expect from a communications platform. Recognizing the need for a fresh approach, Foodware embarked on a journey to find the perfect recipe for its communication needs.
Guangwen He, Senior IT Director explained, "Our customer service team faced challenges with our old system. We needed call queues, management, and statistics to enhance our customer experience. It became clear that we needed to find a new platform."
In its search for a solution that would add a burst of flavor to its communication strategy, the Foodware IT team explored various options. Among them, 8x8 caught their attention. After thorough evaluation, they discovered that 8x8 was the secret ingredient they were looking for. It offered the right blend of quality, features, support, and cost-effectiveness. Additionally, one of the key factors in Foodware's decision was the valuable insights that 8x8 provided to its operations, improving the decision-making process and helping to shape KPIs.
The Solution: A recipe for flexible, convenient communications
When it was time to make the switch, Foodware implemented 8x8 Work and 8x8 Contact Center, which provided a rich set of customer service-focused features. Richard Czop, the Senior IT Operations Manager at Foodware, shared, "Choosing 8x8 was a no-brainer for us. The quality, features, and support they offered were exceptional."
With the guidance and expertise of the 8x8 team, the transition to the 8x8 platform was as smooth as melting butter in a warm skillet. Nalissa Dyalram, Director of Customer Service at The Foodware Group, expressed her enthusiasm, saying, "The mobile app has been a game-changer for us. I can stay connected wherever I am, which greatly enhances our customer interactions."
Adapting to the new system, like learning a new skill, required some time for Foodware employees. However, with 8x8's support and training, they quickly embraced the changes and found the platform to be intuitive and user-friendly.
The Results: Sweet data insights, satisfying mobility, spicy integrations
Since implementing 8x8, Foodware has been savoring the sweetness of its decision. The platform has given the company a clearer picture of its call volumes, durations, and other essential metrics.
Guangwen He shared, "With 8x8, we have gained valuable insights into our call data. This helps us make informed decisions and improve our customer service.”
The mobile app has become Foodware's secret ingredient, allowing its agents to stay connected and serve customers, even while on the move. “I was traveling last week but I have the app right on my phone. Whenever somebody was calling me, I could see it on my Apple watch and on my phone, so I wouldn’t miss a call from a buyer,” says Dyalram.
On the horizon, Foodware has plans to integrate 8x8 with other applications to streamline its communication and business processes. "We're looking forward to exploring further integrations with some of our other business applications. It will help us bring everything together seamlessly," says Czop. “It’s been great so far, and I’m looking forward to what we can do next. I’m already thinking of the next steps,” added Dyalram.
