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Global Specialty Cleaning Firm Spruces Up Its Reputation forCustomer Service with Avaya IP Telephony Solution for Small, MediumBusinesses


Coit Services Inc., a global specialty cleaning companyheadquartered in Burlingame, Calif., selected Avaya IP Office, anIP telephony solution from Avaya Inc.Coit Services Inc., a global specialty cleaning company headquartered in Burlingame, Calif., has built its business on an unwavering commitment to "no excuses" customer service. When the company needed to replace a decades-old communications system serving offices in California, Arizona and Texas, it selected Avaya IP Office, an IP telephony solution from Avaya Inc. (NYSE:AV), a global leader in business communications applications, systems and services. The solution is cost-effectively supporting the company's operations and improving its accessibility to customers.

To serve seven locations that vary widely in size, Coit Services decided to work with Avaya authorized and Platinum certified BusinessPartner NetVersant because it has a national footprint, enabling it to provide IP Office installation and support at all the Coit Services locations. Avaya IP Office is high performance system for small and medium businesses, with voice and data servers that support from two to 360 extensions.

"We have locations with as few as four employees and as many as 160, and we found no other product scaled as well for us," said Alex Dykes, administrator for Coit Services. "Price was also a big issue, and IP Office met that requirement as well. A new Avaya system - including voice mail and Avaya's Compact Call Center application - cost $10,000 less than we paid for our former system more than 20 years ago. And of course there's no comparison between the two in terms of capacity and capabilities."

Avaya IP Office has helped Coit Services make a number of significant improvements in customer service. As a first step, the company used the system's call center software to centralize contact center operations and improve the training offered to agents who answer customer questions and schedule carpet, drapery and upholstery cleaning. The recording features of IP Office are used to capture calls so managers can make specific suggestions for improvement. In addition, the reports generated by IP Office have helped the company understand call volumes and trends so it can build new revenue.

"The reports showed we have very consistent calling patterns, with heavier volume on Mondays," Dykes said. "So we've been able to staff more appropriately and in some most locations reduce hold times by up to 25 percent. We also discovered a fairly significant number of calls were coming in after our normal 7 p.m. close of business, as well as on Sunday afternoons, when we were closed. So we've changed our schedule to make certain we have coverage during the times our customers are most likely to need us. In fact, we find that 5 to 7 percent of our business now comes in on Sunday afternoons, which is revenue we might have lost."

Using Avaya's VoiceMail Pro application for IP Office, Coit Services also has built a popular self-help application that provides customers with detailed information on how to treat spots and stains. During normal business hours, they have the option of transferring to an agent to schedule an appointment, or after-hours can reach a representative of the company's around-the-clock restoration services.

"Before IP Office, customers with an emergency had no choice but to leave a message," Dykes said. "Now we can direct emergencies to a single person offsite. We've found that our restoration business is steadily growing, and night access has definitely contributed to that growth."

In addition to helping Coit Services deliver improved customer service, IP Office is delivering cost savings to the company's bottom line. Intra-company calling costs have dropped by 50 percent, and Coit Services is saving approximately 30% on long distance rates in some locations by routing calls over the most cost-effective path. It also has eliminated $300-$400 a month in external conferencing services by using the built-in conferencing capabilities of IP Office instead.

The flexibility of the Avaya system has helped Coit Services extend a variety of new services to employees. Those who work at satellite offices where customers drop off rugs and drapes for cleaning now can use IP phones to access Avaya IP Office and take advantage of the same features available at headquarters. Commercial sales representatives can use an extension to cellular feature to have calls made to their office number ring on their cell phone as well, helping them easily stay in touch regardless of where they travel. Using IP Office PhoneManager Pro, employees can establish an auto-attendant for their personal extension with options callers can select when no one answers.

An easy-to-use graphical interface lets Dykes and the company's general managers administer the system - from changing the name associated with an extension to creating new system greetings and establishing complex call flows.

"As a next step, we plan to add new IP Office systems at three additional company sites and network our California locations for added cost-savings and convenience," Dykes said.

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than one million businesses worldwide, including over 90 percent of the FORTUNE 500 ®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site:

About Coit Services, Inc.
Coit Services, Inc. is the world's most experienced specialty cleaning company. Coit provides expert cleaning services throughout North America, Canada, Great Britain and Thailand. Unquestionably the quality leader in the carpet, drapery, upholstery, area rug and air duct cleaning industry, Coit Services is unsurpassed in customer service. To learn more about the company, visit

About NetVersant
In the rapidly evolving world of convergence, NetVersant offers multiple, complimentary service platforms to provide total communications solutions: telephony/VoIP, electronic security, IT infrastructure and wireless/mobility. From planning and design, to installation and implementation, to certification and ongoing operational integrity, NetVersant deploys innovative solutions that operate at maximum efficiency and reliability.

To learn more about NetVersant, visit

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