3CLogic, a leading provider of cloud contact center software, today announced that PGA TOUR Superstore, the country's leading golf equipment, apparel and accessories destination, has selected 3CLogic and ServiceNow to deploy a powerful, integrated contact center solution to support customers and employees of the nationwide retailer.
PGA TOUR Superstore is a destination that provides aspiring and die-hard golfers with an experience that includes access to the same technology and expertise as card-carrying PGA TOUR pros.
PGA TOUR Superstore continues to expand and has tripled its store count over the past eight years. The company plans to open up to 50 brick-and-mortar stores, increasing its store count by more than 50 percent over the next three years; adding between 5-7 new stores a year.
With an eye toward supporting this future growth, the company selected the 3CLogic solution natively integrated with the ServiceNow® platform, to modernize its contact center, improve performance, visibility and seamlessly connect customer journeys with service workflows.
"The customer experience we offer in our contact center must be efficient and responsive, mirroring the experience we offer our customers in our stores," said Bobby Pearson, director of customer experience, PGA TOUR Superstore. "That's why we worked with 3CLogic and ServiceNow to implement a solution that allows us to gain greater awareness of our customers’ needs so we may respond with speed and ease. 3CLogic and ServiceNow provide us with the tools to operationalize workflows and deliver a universal user experience."
Offering native integration with the ServiceNow IT Service Management (ITSM) and Customer Service Management (CSM) modules, the 3CLogic contact center solution will empower PGA TOUR Superstore to seamlessly manage incoming and outgoing calls and activate service workflows such as processing VIP memberships, online order management, and custom orders of clubs and other items, while supporting future growth. In addition, PGA TOUR Superstore employees will have a more efficient path to resolution for store tech support calls related to the chain's in-store, high-tech golf simulators.
The PGA TOUR Superstore deployment will be a hybrid cloud model, leveraging 3CLogic in the cloud alongside the company's existing on premise Avaya telephony infrastructure. The hybrid model offers customers the flexibility to modernize their call center environment, without the need to “rip and replace” existing legacy telephony systems.
The integrated solution will leverage 3CLogic’s full feature set, which includes Interactive Voice Response (IVR), Automatic Call Distribution, dialer, scripting, skills-based routing, screen-pop, call recording, reporting and analytics. ServiceNow system integrator Gatewood Consulting will provide professional support services.
“ServiceNow will allow PGA TOUR Superstore to consolidate eCommerce inquiries, operational workflows, orders and ticketing, and 3CLogic's natively integrated contact center software will help convert voice to action,” said Vikas Nehru, chief technology officer and senior vice president of Engineering, 3CLogic. "3CLogic will give PGA TOUR Superstore visibility into the behaviors that are driving activity. From there, customer and associate inquiries can be routed quickly and appropriately for faster resolution, and insights analyzed for downstream process improvement.”
3CLogic is a leading cloud communication platform, offering a seamlessly integrated multichannel and Computer Telephony Integrations (CTI) interface for today’s enterprise businesses. Designed to complement existing operational workflows and/or on-premise legacy systems, 3CLogic provides a unified 360-degree view to optimize and analyze client interactions for sales, customer support, or call center organizations. 3CLogic offers customers maximum choice and flexibility with a connect, hybrid or pure cloud solution while delivering market-leading security, scalability, system flexibility, and reliability. 3CLogic is government cloud capable, meeting Aisle 5-level requirements, and GDPR-ready. For more information, please visit www.3clogic.com or blog.3clogic.com.