JK Moving grows revenue by 18%, identifying new revenue stream with insights

With Contact Center AI, JK Moving uses insights to identify growth opportunities and coach a world class sales team

THE RESULTS
52%
increase in First Call Resolution
20%
increase in sales talk track adoption
18%
increase in revenue in 30 days

The Story

JK Moving Services is the largest independent moving company in the U.S. and is rapidly expanding its national footprint. A fast growing company, JK experienced rapid growth thanks to a doubling of leads generated from demand. As such, JK Moving needed a way to bolster its sales coaching programs with deeper insights on its inbound calls and how its inside sales team, or moving consultants, were delivering service to prospective customers.

As part of their sales revamp program, JK Moving turned to building a QA team from scratch. JK Moving sought a solution that helped them determine their call volume, understand call drivers, and reduce handle times in order to improve the customer experience and drive more sales.

JK Moving grew their sales team from 16 outside and inside sales people to over 30 -- all with new tools that have been implemented, including Observe AI.


Solution

✅ Solving Customer Service Gaps. With the platform, JK Moving uncovered inefficiencies that were bogging down their sales teams. JK Moving addressed this by creating new processes that were enforced with Observe.AI, enabling accountability and transparency across the sales team and resulting in a 52% improvement in First Call Resolution (FCR).

✅ Better Performance, Fewer Escalations. JK Moving improved its ability to enforce scripts through the agent performance feature, ‘Leaderboard.’ Supervisor escalations now amount to less than .25% of the total number of calls thanks to better coaching via Observe.AI.


✅ Driving Revenue. Within the first 30 days on Observe.AI, JK Moving identified a new high potential revenue stream and drove an 18% increase in revenue (on a run rate basis) as a result, coaching the team on key phrases and monitoring missed opportunities to continue driving more sales.



OVERVIEW
JK Moving Services is the largest independent moving company in North America. As a global leader in the relocation and logistics space, JK Moving offers commercial, residential, and international moving services along with archive, technology and storage services.
CHALLENGES
JK Moving didn’t have a Quality Management team in place to help drive some of the most important aspects of improving performance. JK Moving sought a solution that helped them determine their call volume, understand call drivers, and reduce handle times in order to improve CX.
SOLUTION
JK Moving drove revenue with tailored agent coaching facilitated by Contact Center AI, increasing sales team follow-ups with more prescriptive talk tracks that increased customer trust.
FOUNDED
1979
HQ
Mercure Circle Sterling, VA
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