Case Study | December 29, 2009

Case Study: TORO National Support Network

Source: NEC Corporation Of America

The TORO Company is a leading, global provider of turf-maintenance products, services and equipment. The company has catered to both professional and residential customers since 1914. The TORO National Support Network (NSN) provides technical support and troubleshooting to large-turf customers who use TORO branded irrigation systems. TORO NSN, with the help of NECauthorized dealer Batts Communications, implemented a UNIVERGE®360 solution that simplified management within its contact center and improved communications across the support organization.

The TORO Company offers a number of innovative, irrigation-control systems that provide effective, yet cost-efficient, water-saving turf maintenance. TORO NSN provides dedicated technical support and troubleshooting to its largeturf, irrigation-control customers such as golf courses, municipal parks, sports complexes and large corporate facilities. Located in Abilene, Texas, the contact center handles an average of 300 calls per day during peak season.

TORO NSN is confident that the UNIVERGE solution provides the technology that will help its contact-center operations provide world-class customer satisfaction. "There are things the old system simply was unable to do, even on its best day," says Smith. "In this new system, we haven't even touched everything we want to do. But when we do, we feel it's going to improve customer service tremendously."

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