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Case Study: US Limo Taps M5’s On-Demand Solution

May 07, 2010 - Article

Founded in 1984, US Limousine Service is one of the largest limousine services in America. As the official limousine company for the New York Jets and Islanders, it has provided more than 100,000 rides to celebrities and corporate clientele in the US, Canada and Europe with the help of its subsidiary, Worldwide Limo. Co-founder Joe Carletto is proud of US Limo’s 99.99 percent customer satisfaction rate and relies on his phone system as the first and single point of contact with customers.


Carletto experienced lackluster performance when he originally transitioned to an IP-based phone system. Calls were lost, disconnected or improperly routed, and the system lacked reporting tools to help accurately track customer service levels.


Despite the poor performance of the previous IP phone provider, Carletto elected to try another VoIP solution. With the help of M5 Partner, Network Solutions & Training Inc., he narrowed his search to M5 after hearing about its great customer service track record and leadership in the industry. Joe was also keen to find a service that enhanced his ability to provide white glove service to his clientele. After consulting with an expert M5 analyst, a new system and staff training program was implemented along with M5’s premium On-Demand Solution: Call Center.


With M5, call flow management was efficient and ensured that calls got through to an agent the first time. M5’s powerful On-Demand reporting tools help US Limo analyze peak call times and fine-tune staffing needs. Contrary to his assumption that weekends were the busiest periods of the week, Carletto discovered he was overstaffed on Saturdays and understaffed on Tuesday afternoons. He now adjusts his staffing schedule to precisely meet weekly or monthly changes in service demand. In addition, he gained real-time monitoring capabilities for tracking hold times, call durations, call volumes and more.

“Many of our customers have never met us in person, and so our phone system is our storefront and our lifeline,” said Carletto. “If we don’t answer the phone when it rings, one of our competitors will. Our customers won’t call back twice.”

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