The Client. The Art San Diego Contemporary Art Fair (formerly Beyond the Border International Contemporary Art Fair) started in 2009 and now boasts more than 50 galleries that showcase more than two thousand pieces of art, including paintings, sculptures, drawings, prints, photographs, videos, and cutting-edge multimedia. Art San Diego further features guest speakers, city-wide cultural programs, and exclusive wine and food events. This annual event has become San Diego’s largest art fair.
The Challenge. Art San Diego did not have a dedicated phone services provider, and this created problems for organizers and supporters who needed to communicate at the event, or in the weeks leading up to it. In 2010, for example, the Art San Diego team published the executive director's personal cell phone number on the Art San Diego website. On the first day of the fair, she received so many calls that not only was she unable to answer them all, she had a hard time managing the event itself. On the second day, the executive director asked if Volunteer Coordinator Heidi Slack could post her personal cell phone number on the site instead of her. Slack agreed and spent the rest of the fair juggling her regular fair duties and answering caller questions. “The worst part was having to answer the same simple questions over and over again – questions that could easily have been handled by a recorded auto attendant," Slack said.
The Solution. After the 2010 fair, Art San Diego heard that VoxOx In Business, a division of Telcentris Inc., was interested in donating hosted VoIP services for the 2011 event. That way, Art San Diego could take advantage of hosted VoIP, including a professional auto attendant that would provide event information over the phone.
VoxOx in Business and Art San Diego agreed to work together and, in a short amount of time, the event had a functional phone platform. The only equipment necessary was configured IP phones, which could be moved anywhere Art San Diego had an Internet connection.
For the 2011 art fair, specifically, Art San Diego had two dedicated phone lines, a recorded auto attendant and a menu of options from which callers could select the information they needed. A VoxOx In Business staffer recorded the auto attendant menu information from a script provided by Art San Diego. This allowed callers to get answers to simple questions by listening to the recording; they also had the option of speaking to a live attendant if they had more questions.
The Result. Slack, who managed a 48-person team of volunteers for the 2011 event, said the hosted VoIP system resulted in significant efficiency gains and increased customer satisfaction. “2011 was much smoother, easier to manage, and made Art San Diego look incredibly professional and capable," she said.