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ADP Network Phone ASP makes customer service more efficient for Reynolds Farm Equipment

With eight locations across Indiana, Ohio, and Kentucky, Reynolds Farm Equipment serves a geographically diverse customer base. “Customers aren’t just limited to these three states; we serve a wide area of the United States,” says Director of Marketing Dan Spaulding.

That’s why, in 2011, Reynolds Farm Equipment opted to upgrade its existing phone system to ADP Network Phone ASP. “We selected ADP because it’s an IP-based system, which makes it really simple for us to transfer calls between our stores. Previously, if customers needed to talk with someone at another location, they would need to hang up and call a different number. We didn’t want them doing that anymore, and with ADP Network Phone, we can seamlessly transfer calls to improve our customer service,” says Spaulding.

Reynolds Farm Equipment finds training key to success
Because of Reynolds Farm Equipment’s commitment to customer service, Spaulding notes that the ADP team worked hard to make sure that all 250 employees learned how to use the new ADP Network Phones before implementation. “Although the phones are easy to use,” Spaulding says, “they are very, very different from our existing ones, which were rather old. Training was huge; we had to be sure that employees could use the phones to support our customers’ needs.”

Spaulding also says that ADP is working with the Reynolds Farm Equipment team to make sure the phones continue to meet their business needs. “For most of our locations, we like customers to call and reach a person right away. But our Fishers, Indiana location has a particularly high call volume. So, ADP engineers are helping us with an automatic answering system that routes our customers to the exact person they need to talk with, creating call routing that will help us improve customer service at that location,” he says.

He concludes, "The transition to ADP Network Phone ASP has been great. We took a phased approach over the three months that helped us effectively manage the process. And the people we have worked with are really helpful and knew how to create and efficient system for us."

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