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Applebee's Improves Customer Service Thanks to Whaleback's CrystalBlue Managed UC Services

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August 27, 2012

Applebee's Improves Customer Service Thanks to Whaleback's CrystalBlue Managed UC Services

By Jacqueline Lee, Contributing Writer

Applebee’s, The Corner Bakery and The Shannon Rose are three restaurants owned by The Rose Group, headquartered in Pennsylvania. As The Rose Group was evaluating its customer connections, the company decided to choose a new managed unified communications (UC) services provider.

Chorus Communications, The Rose Group’s technology consulting firm, suggested Whaleback’s CrystalBlue Cloud-based Managed UC Services. So far, the restaurant firm reports satisfaction with the product.

“Before we started using Whaleback's services we didn't have the technology we needed to communicate as quickly as we wanted to,” said Christine Hicks, director of Administrative Services for The Rose Group. “Now we are connected in real time to customers and employees and moving as quickly as the restaurant industry does. We are able to run our business faster, smoother and with more consistency.”

The Rose Group’s former managed services provider failed to deliver the availability that the company needed. For example, service would go down for a week at a time during simple weather events like rain.

“After having run our voice communications for 15 years, I was anxious about the change,” confessed Hicks, “but Chorus Communications convinced us to make the move and Whaleback has been the best solution we've had. Their service is phenomenal.”

CrystalBlue has helped cut administrative costs and supplies expenses for The Rose Group. Phone (News - Alert) system management time has dropped from 30 hours per month to one hour per month. Facsimile administration time has also significantly dropped from around two hours per day to 15 minutes per day.

Additionally, Whaleback’s OrcaFax module has also helped the company to reduce their environmental impact by cutting their paper use by 80 percent. Most importantly, The Rose Group has improved their corporate culture and their guest satisfaction scores by reducing the executives’ response time to both customers and employees.

Chorus Communications, a Whaleback partner, knew that the pairing would be a good fit. “We knew that Whaleback would help The Rose Group focus on serving its customers and employees rather than worrying about its communications,” stated Robert Molinaro, the technology company’s vice president. “That is exactly what has happened.”

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.

Edited by Braden Becker

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