Blooms Today: Transforming Communication with CallTower
Blooms Today is a national floral service provider with a rich history rooted in a small, family-owned flower shop from the 1920s. In 2000, co-founders Don Mayer and George Dukas combined the principles of exceptional service and quality gifts with the modern need for rapid delivery, creating the family-owned, national floral delivery service we know today.
Executive Summary
When Blooms Today faced intricate, customer-centric communication challenges, Rose Bryant of Agila Pro Consulting turned to CallTower for a solution. After examining the company’s unique constraints and financial complexities, they determined that CT Cloud Voice was the perfect fit to meet Blooms Today’s technological and systemic needs.
“When reviewing the modernization needs of Blooms Today, I knew CallTower would have a solution to meet them. CallTower excels at tailoring their solutions instead of forcing customers to work with something incompatible. CT Cloud Voice was the solution we needed.”
– Rose Bryant, Managing Partner, Agila Pro Consulting
The Challenge
As a large online botanical retailer, Blooms Today faced several critical communication challenges:
- High Call Volume: With floods of calls placing flower orders, excellent call quality was essential to avoid errors that could lead to dissatisfied customers and poor word-of-mouth.
- Outdated Systems: Their existing provider, TEL3, couldn’t deliver the necessary upgrades, admin reporting, or improved call quality without exorbitant costs.
- Productivity Needs: They required a modern reporting system to boost productivity and streamline operations.
Blooms Today turned to Agila Pro Consulting, and Rose Bryant was tasked with finding a solution.
The Solution
CT Cloud Voice provided the stability, call quality, and modern features Blooms Today needed, all within a single platform connected to CallTower’s secure, geo-redundant global network. Key features included:
1. Enhanced Call Quality
- Dramatically improved call clarity, reducing errors and ensuring accurate order processing.
2. CT Cloud Contact Center
- Simplified workflows, reduced IT reliance, and provided robust analytics for better decision-making.
- User-friendly interface and graphical dashboards made it easier for staff to achieve customer contact goals.
3. Comprehensive Support and Training
- Access to free demos, webinars, and training materials ensured seamless adoption of the new system.
4. Tailored Solutions
- CallTower’s Solution Architects designed a plan specifically for Blooms Today, ensuring a flawless implementation process.
CallTower Delivers
- Award-Winning 24/7/365 Support: Always available to address issues or questions.
- Simplified Training: Easy-to-use tools and resources for staff.
- Reduced IT Reliance: Streamlined processes that minimize the need for IT intervention.
- Robust Analytics: Powerful reporting tools for better system oversight.
- Streamlined Workflow Processes: Improved efficiency across multiple locations.
The Results
The transition to CT Cloud Voice was smooth and efficient, with immediate benefits for Blooms Today:
1. Improved Order Accuracy
- Enhanced call quality reduced errors, ensuring customers received exactly what they ordered.
2. Increased Productivity
- A robust reporting system gave administrators better visibility and control over operations.
3. Future-Ready Communication
- Blooms Today now has the option to implement a soft phone system and new callback features to further boost productivity and reduce human error.
4. Exceptional Support
- A dedicated CallTower Implementation Manager provided personalized attention throughout the process, ensuring a seamless transition.
5. Long-Term Flexibility
- Blooms Today can easily upgrade their system in the future, with CallTower working closely to address any additional needs.
Looking Ahead
With CT Cloud Voice, Blooms Today has transformed its communication systems, achieving better call quality, streamlined workflows, and increased productivity—all at a reasonable cost. While there are a few additional reporting features they desire, CallTower is actively collaborating with them to find the perfect solution.
Ready to modernize your communication systems? CallTower’s tailored solutions and award-winning support can help your business achieve the same success.
“We’re proud of the CT Cloud Voice solution we delivered to Blooms Today and the improvements they’ve seen in their environment,” CallTower Solution Engineer Pat Davis reported. “We’ve been working closely with them to guarantee both a great user experience and every reporting feature the customer needs. Our goal is to enable connectivity, and we feel we’ve accomplished that with our work with Blooms Today.”