Avaya Keeps Spalding on the Ball

Company: In addition to its own brand of athletic and sports equipment, Spalding markets products under Top-Flite, Ben Hogan, Strata, Etonic, and Dudley brands. Spalding is the official ball of the NBA, WNBA, and the new professional football league, XFL.

Situation: Spalding’s service goal was to have 99.5 percent of its calls answered within two rings and never have someone hang up in frustration.

Process: Avaya installed a broad range of customer relationship management (CRM)
solutions that eliminated the need for customers to use different toll-free numbers to order various product lines or request customer support. Now, customers simply dial 1-800-SPALDING for all their needs and the technology does the rest, simultaneously enabling the company to reduce network service charges.

Results: “We receive about 100,000 calls per month,” said Jeff Davis, Director of Information Technology for Spalding, “With the new technology, all of our customers immediately reach a live representative, which puts us in a better position to build stronger relationships through more personalized service.”