GPS Industries Call Center Case Study

Bogey-Free Customer Support Saves GPS Industries Thousands Each Month

Fore! This golfer’s cry makes anyone in earshot pay attention but before hitting the links or playing a particularly challenging hole, how can the best game be achieved? Golf experts recommend having a plan to play a hole successfully. However, if a player is on a new course or has slipped into bad habits, they might not know the best way to play a particular hole.

GPS Industries makes it easier for players to get to know a golf course – right from a golf cart. The company’s patented Inforemer® management systems features a 10.4-inch cart-mounted HD/MAX display panel, which illustrates each hole, including precise distance, strategic playing tips and targeted advertising messages.

With thousands of systems in the field, GPS Industries needed a better way to provide on-demand customer support through its call center and turned to OnState to manage its telephone support network.

"OnState allows me to run our call center while allowing authorized remote agents to log in from anywhere and run reports on performance and call volume," said Rob Abrams, client services manager, GPS Industries. “All of our calls come via Skype and our call center representatives use it to connect instantly with messaging, mobile connections and more for increased employee collaboration.

By consolidating all phone-related bills, Abrams estimates GPSI is saving $1,000 – $1,200 each month. “Ramping up our call center has also enabled us to save on some travel costs related to site visits while continuing to provide top-notch service our customers demand.” OnState provides GPSI’s hardware-free virtual call center, which operates inside the customer service managers’ Web browsers and on mobile devices and is powered by Skype. GPSI has 30 employees, including 10 in the call center.

Founded in 1995, GPSI develops and markets the industry’s most technologically advanced GPS-based solutions to help golf courses, resorts and residential communities generate incremental revenues and improve operational efficiencies. GPSI owns the GPS golf patents for major worldwide golf markets, including those for North America, Australia, Japan and 11 European nations. Major GPSI investors and advisers include Greg Norman’s Great White Shark Enterprises and Dubai-based Leisure Corp. GPSI’s worldwide installed customer base includes more than 300 golf facilities.

Learn more by calling OnState at +1.617.934.0381, emailing sales@on-state.com, or Skyping onstate.sales.