CASE STUDY
LIFTING AGILITY HOW GOING TO CLOUD TELEPHONY AND WFM HELPED RADIAL MEET BUSINESS NEEDS .
BY BRENDAN READ , CONTACT CENTER PIPELINE
ILLUSTRATION PROVIDED BY ADOBE IMAGES
In today ’ s highly competitive and disruptive business environment , being agile is critical for success . Just ask Robin Gomez , who is Director of Customer Care Innovation for Radial . The company provides B2C retail eCommerce fulfillment solutions to global North American market-focused brands across several verticals such as health and beauty , apparel , footwear , and home goods .
“ Radial is an entrepreneurial and agile organization centered on our clients with a proven track record delivering strong peak management , successful launches , and quick expansion to new geographies ,” says Robin . “ As part of bpostgroup , our company has the strength and stability to invest alongside customers , an established network in the last-mile delivery community , and a commitment to sustainable solutions .”
Radial ’ s need for agility and service extends to its customer care through its nearly 100 % remote workforce ( see At A Glance ).
“ Having a remote team of agents enables flexibility in recruitment , disaster recovery , diversity , and the ability to quickly shift to meet business demands and new opportunities ,” says Robin .
ROBIN GOMEZ DIRECTOR OF CUSTOMER CARE INNOVATION
But being agile means never once resting on one ’ s laurels , lest they be swiped away . We had a virtual conversation recently with Robin on what other steps Radial has taken recently to keep its customer care nimble and responsive .
SET THE STAGE . OUTLINE THE CHALLENGES , BUT ALSO THE OPPORTUNITIES FACING RADI- AL . WHEN DID YOU COME TO THE REALIZATION THAT YOU NEEDED TO TAKE ACTION ?
A : In fall 2021 we were facing a decision on a go-forward strategy for our on-premise telephony and WFM [ workforce management ] solutions . They were aging , outdated , and for WFM , facing end of support .
We had to determine if we wanted to upgrade , and if so , did we want to remain on-premise or make the move to the cloud ?
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