Terminix, a business unit of ServiceMaster, is a leading provider of termite and pest control services. It delivers more than 15 million service visits annually to residential and commercial customers.
Terminix agents accessed 4 different systems to handle a single call. Making changes to the legacy systems was difficult and required long lead times. This prevented Terminix from being responsive to the market. Dealing with 4 different systems to handle a single call made call handling times long and led to unhappy customers.
RiverStar used RiverStar Studio to create a workflow that integrated with each of those 4 systems behind the scenes, guided the agents through the interactions and eliminated the need for the agents to interact with those other systems. This enabled Terminix to rapidly create new campaigns, increased conversion rates, reduced call handle times, drastically cut agent training time, and improved customer satisfaction.
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