The Port of Virginia runs more efficiently with intelli-CTi™

The Port of Virginia, wholly owned by the Virginia Port Authority (VPA) was established in 1952 and provides transportation services in and out of the Port of Virginia. Transporting goods from overseas and throughout the United States and from the United States to other countries worldwide. Using intelli-CTi helps The Port of Virginia to prevent issues proactively at the port and keep things running smoothly.

Business Needs

The Port of Virginia needed to compare their telephone calls with their emails to evaluate activities in specific locations at the port. This comparison would highlight any issues occurring allowing them to use this data to help find a solution. This was key to making the business more proactive rather than reactive with improved monitoring activity per locations available. The key success factor was to accurately capture the data during the call and then use this data in their reporting to enable a clear picture of the activity at a specific location

Challenge Details

Systems and processes with no data available for analysis making understanding Customer Service support at the terminals and gates very difficult. Data collection during inbound phone calls was manual and user workflows were not well-defined, resulting in a lack of proper data collection.

The Solution

The Port of Virginia implemented QWARE’s intelli-CTi™ as a solution to seamlessly integrate the Cisco Unified Call Manager telephone system with Microsoft Dynamics 365 CRM. intelli-CTi™, streamlines call management, improves response times, and proactively addresses operational challenges through data-driven decision-making. With its data-capturing features and the included dashboards, the Port of Virginia was able to gain invaluable information about its operations.

The Customer Service team answers between 100-300 calls per day. The inbound calls are from the drivers or customers of shipping goods at the various locations, these calls include reporting issues at the terminals and gates and so are key to keeping the Port of Virginia moving efficiently.

Business Benefits

With intelli-CTi™ seamlessly integrated into Microsoft Dynamics 365 CRM, the Port of Virginia now has immediate access to critical call data, enabling proactive issue prevention and ensuring smooth day-to-day operations. By intelligently surfacing relevant information in real-time, users can efficiently manage inquiries, resolve concerns faster, and enhance overall workflow. This streamlined approach not only increases operational efficiency but also empowers customer service teams to provide a more responsive and personalized experience, reinforcing trust and satisfaction among stakeholders.

With intelli-CTi™ the business is now more proactive, than reactive, with better monitoring activity available at the different locations with improved customer service and issue resolution times:

• More personal communications between the caller and the Customer Service team from the Screen-pops showing caller information to the CRM user.
• Speedier calls and actions with no need to search the CRM as intelli-CTi automatically opens the caller’s record when the phone rings, so no need to ask for name, spelling, etc.
• Improved record keeping with automatic notes captured during the call.
• Understanding any issues, a customer may be having at a particular gate
  • Baltimore bridge incident increase in calls
    • More than doubled or 220.7% increase from the previous month
    • 1 new CSR
    • Document increase in calls from specific area codes
• Statistics attracted others to use the same system
  • In the midst of onboarding 2 additional divisions in our department
• Work Stoppage data collection
  • Increase of 77.6%
  • Two fewer people on the phones
• Notable Incidents:
  • Can easily report on the number of calls dealing with:
    • Weather closures
    • Holidays
    • Electric outages

And with intelli-CTi™ will make it better for customers, in the future, by allowing the business to make more informed decisions on how to proactively manage the port’s needs.