Case Study: Alsco

Global Rental Company Increases Up-sells by 42% with RiverStar

Industry

Uniform Rental Service

Key Use Case

Survey Response Collection

Solution Deployed

Unified Agent Desktop

Company

Alsco pioneered the commercial textile services industry, offering rental of high-quality linens, uniforms and hygiene products. With more than 140,000 customers and 120 facilities, Alsco’s service excellence requires constant customer feedback.

Challenge

Alsco asked RiverStar for a solution to support its agents as they survey customers that have had recent contact with the customer service team. The idea was to gather customer insights and use them to both improve customer service, and identify and present targeted up-sell offers.

Solution

RiverStar used RiverStar Studio to create a solution that is integrated with the Five9 platform to allow Alsco to create the dial lists that are used to survey customers who have had recent interactions with Alsco and manage the dialing across time zones.  The solution uses rules-based logic to walk agents through the survey, analyzing responses in real-time and triggering next steps (i.e. moving to next question; exploring a response; queuing an email; presenting an offer). Results are impressive, with increases in upsells, First Call Resolutions, customer retention, and increased business insights provided by reports generated by the RiverStar Reporting Engine.

Key Benefits

%

42% increase in up-sell conversions

Higher rate of first call resolution

Increased business insights

The application created and maintained by the RiverStar team has outperformed our expectations. Our agents have an easy-to-use interface that gathers critical customer insights and presents customers with new offers at the right time in the process.

Jim Divers
Sales and Marketing Director
Alsco

Get the Full Story

Download the full case study to learn how RiverStar optimizes customer interactions using technology that’s easy to use and results in a positive customer experience. 

All fields required

View More Customer Details

Appriss

Information solutions provider improves operations and reduces costs with RIverStar.

Blue Casa

Telecom company delivers more personal service and increases first call resolution by 25%.

Contact Us

Ready to get started? Want to learn more? Either way, we want to hear from you.

MAILING ADDRESS

20 Danada Square West Suite 260 Wheaton, Illinois 60189