Case Study / Appliance Manufacturing avaya.com Home Appliance Manufacturer Saves Time and Improves Processes with Avaya A leading home appliance manufacturer, relying heavily on their existing CRM system as the core of their customer engagement and service strategy, was lacking efficiency in handling voice and email contacts. The first problem to tackle was the obvious: agents were manually opening and searching in the CRM application to review or populate the relevant customer data since the CRM system was not integrated into the contact center infrastructure. This lack of integration resulted in increased agent handling time. Concerned about the current deficiencies, they committed to improve their processes by more effectively using the CRM system as the sole information

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