Call Center / Product Configuration Web Application

After several years of selling products through Home Depot retail stores, Martin Doors was offered the opportunity to expand sales through Home Depot's call center. Home Depot's call center was ready and waiting for the application, so it needed to be built fast and couldn't have any downtime.

Results

• From start to finish this application was finished in a 90 day timeline
• The application has enabled call center representatives to achieve an 85% close ratio by guiding them through a clear process that is easy to use and making products easy to configure
• Has achieved 100% uptime for 2007 and 2008 to date with ThoughtLab's managed hosting

Key Features

• Custom application that handles product configuration and call center guided paths
• Allows non-technical call center representatives to get contextual, guided scripts that help them walk phone customers through buying a garage door
• Script Content Management
• Price configured dynamically based off of Home Depot markets and Martin Doors product logic rules