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How Tri-County Metals Unlocked Insights from
Inbound Call Data to Enhance Customer Service

Case Study

Industry: Manufacturing
Employees: 200+
Monthly Calls Recorded: 50,000+

Company Profile

Tri-County Metals, a family-owned manufacturer of metal roofing, is committed to providing exceptional customer service across its various locations. However, the sheer volume of inbound call data stored locally posed a significant challenge for gaining meaningful insights into customer interactions and service quality.

The Challenge: Unlocking the Value of Call Data

Tri-County Metals recognized the untapped potential of their vast call data repository but faced several challenges:

  • Manual Processes: Call reviews were handled manually by sales managers, which limited their scope and depth.
  • Data Underutilization: Despite 5,100 calls being recorded monthly, the data lacked a structured analysis framework.
  • Service and Upselling Opportunities: There was no efficient way to track customer service performance or identify upselling opportunities across different locations.
  • Cloud Integration Needs: The company wanted to streamline the syncing of locally stored call data to a cloud-based platform for centralized analysis and insights.

Enter Insight7: Grading Calls for Actionable Insights

Recognizing these challenges, Tri-County Metals engaged Insight7 to unlock the potential of their inbound call data. The evaluation product provided a robust solution to:

  • Grade inbound calls against customer service benchmarks.
  • Automate the analysis process for faster, more comprehensive insights.
  • Identify trends and opportunities for service improvement and product upselling.
  • Identifying sales opportunities and coach agents effectively using call data

The Outcomes: Enhanced Clarity and Actionable Insights

The partnership with Insight7 delivered immediate value:

  • Improved Customer Service: Grading call performance revealed actionable steps to enhance service quality.
  • Streamlined Processes: Automating call analysis saved time for the sales managers, allowing them to focus on strategic initiatives.
  • Actionable Trends: Insights into service patterns across locations empowered leadership to make informed decisions.
Insight7 has transformed the way we approach customer service. The ability to grade and analyze our calls at scale provides clarity we didn’t have before. It’s not just about the data; it’s about what the data tells us about our customers and opportunities.
Brent
 IT Manager, Tri-County Metals

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