How does a creative, hardworking three channel independent gain a competitive edge against an online giant like Amazon? You identify what you do better and then market the heck out of it. Boating supply retailer Jamestown Distributors offers everyday boating necessities, but specializes in impossible-to-find items. As a result, JD is quickly becoming a preferred supplier in the marine industry.
But JD owner Mike Mills wanted to offer more. He knew he had a gold mine of technical expertise within his call center. And so he retained The Keer Group to establish a call center infrastructure and series of best practices that would enable him to offer unparalleled Technical Support to Jamestown Distributors’ customers.
The result? By streamlining call center operations, phone routing and staff planning; the Technical Support Team is able to handle an increased volume of technical questions from customers. The team is now showcased throughout the Jamestown Distributors’ catalogs and website as a unique service for marine customers.