designs and manufactures innovative, high-quality audio/video
products that sound great, are easy to install, simple to use and
that offer great value. They contacted Customer
Centricity because they were looking to improve their technical
support experience and optimize their staffing.
Customer Centricity performed a customer service assessment
which outlined what was working well, opportunities for
improvement, and a road-map to improve the customer experience,
prioritized based on the return each item would deliver.
Customer Centricity also examined current staffing levels versus
customer inquiries and trends, root causes for customer inquiries,
and ancillary tasks the customer service staff was asked to
The result was a set of recommendations to reduce the amount of
non-productive work and allow customer service representatives to
spend more time on value-added activities and offering higher
levels of customer response. Most of the changes required
little or no investment to implement yet delivered dramatic
results. These changes enabled Russound to handling its
increasing volumes without adding any additional headcount or
making any incremental investment in new systems.