3CLogicLogo_2019_nowaves
Get a demo
  • Contact Us
search 3CLogic.com
  • Product
    • Features
      • CTI
      • IVR Designer
      • IVR Analytics
      • Speech Analytics
      • SMS
      • Reporting
      • Automated Dialers
    • Deployment Options
      • 3CLogic Total Cloud
      • 3CLogic Hybrid Cloud
      • 3CLogic Cisco Connector
      • 3CLogic Avaya Connector
      • 3CLogic Genesys Connector
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
      • Customer Service Management
      • ITSM
      • Human Resources
    • Microsoft
      • Dynamics 365 CRM
      • Microsoft Teams
    • Sugar CRM
    • SAP
    • Other
      • Infusionsoft
      • Monet
      • Salesforce
      • Verint
  • Customers
    • Customer Success Stories
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
3CLogic
Get a demo
search 3CLogic.com
close off-canvas menu
  • Product
    • Features
    • Deployment Options
    • Customer Support
    • Why 3CLogic
  • Solutions
    • Customer Service
    • IT Support
    • Human Resources
    • Sales & Marketing
    • Contact Center
  • Integrations
    • ServiceNow
    • MS Dynamics
    • Sugar CRM
    • SAP
    • Other
  • Customers
    • Reviews & Testimonials
  • Resources
    • Blog
    • Learning Resources
    • Press Releases
    • In the News
    • Events
    • FAQs
    • Glossary
  • Company
    • About
    • Executive Team
    • Partners
    • Careers
  • Contact Us
Get a demo
3CLogic
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
3CLogic's Contact Center Blog

PGA TOUR Superstore Selects 3CLogic Contact Center Solution to Help Drive Customer-Centricity

Posted by Kathy Ruxton on Nov 22, 2018 2:56:00 PM
  • Tweet

AdobeStock_104818050 (1)

When you’ve established your business as the country’s largest golf equipment, apparel and accessories destination, your customers expect a superior and consistent service experience, no matter how they choose to engage. The PGA TOUR Superstore recognized this and decided to take some action.

The Challenge 
The nationwide retailer needed a contact center solution that could sufficiently help its frontline communications team provide the same level of efficiency and responsiveness as the in-store experience. But with aspiring and die-hard golfers as your customer base who expect access to the same expertise as card-carrying PGA TOUR pros, this was not going to be easy. And with plans to increase store count by 50%, adding 5-7 new stores a year for the next 3 years, the challenge was not getting easier. 

Selecting a Solution 
With focus on this future growth, PGA TOUR Superstore selected the 3CLogic and ServiceNow natively-integrated contact center solution to support the company no matter how large it gets. 

According to Bobby Pearson, director of customer experience, “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.”

3CLogic ServiceNow Solution Overview

What it Will Do 
Natively-integrated with IT Service Management (ITSM) and Customer Service Management (CSM) modules on the Now Platform, the 3CLogic contact center solution will empower the enterprise 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. 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.

How it Will Work 
The 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.

How it’s Deployed 
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.

How it Will Transform Business 
“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.”

The Results 
This is a brand new deployment – stay tuned for updates.

Topics: interactive voice response, hybrid cloud, ServiceNow, customer engagement, CSM, ITSM

Kathy Ruxton

Written by Kathy Ruxton

Kathy Ruxton is the Marketing Manager at 3CLogic with over ten years of experience in multichannel marketing. In her role, she routinely shares best practices regarding how to streamline business communications and enhance the customer experience through innovative technologies and processes.

LinkedIn

Subscribe by Email

Recent Posts

Posts by Topic

  • customer service (68)
  • call center (66)
  • contact center (54)
  • call center software (35)
  • contact center software (31)
  • crm integration (30)
  • cloud based contact center (21)
  • cloud call center (21)
  • contact center solution (21)
  • cloud based call center (19)
  • customer support (19)
  • CRM (18)
  • best business practices (17)
  • cloud based solution (16)
  • multichannel contact center (16)
  • cloud based (15)
  • customer experience (14)
  • VTAG (13)
  • call center software features (13)
  • multichannel communications (12)
  • SaaS (11)
  • inbound (11)
  • remote agents (11)
  • ServiceNow (10)
  • call center scalability (10)
  • multichannel call center (10)
  • outbound (10)
  • scalability (10)
  • cloud customer service (9)
  • cloud security (9)
  • sales (9)
  • social media (9)
  • SugarCRM (8)
  • cloud call center solution (8)
  • cloud customer support (8)
  • customer service team (8)
  • first call resolution (8)
  • omnichannel (8)
  • self-service (8)
  • voice platform (8)
  • 360 view (7)
  • IVR (7)
  • customer satisfaction (7)
  • customer service management (7)
  • grid computing (7)
  • outbound sales (7)
  • small business solution (7)
  • technical support (7)
  • technology (7)
  • B2B marketing (6)
  • IVR technology (6)
  • Inside sales (6)
  • agent retention (6)
  • cloud computing (6)
  • crm software (6)
  • employee retention (6)
  • redundant systems (6)
  • software (6)
  • telephony CRM integration (6)
  • CTI (5)
  • VOIP (5)
  • at-home agents (5)
  • big data (5)
  • fully redundant software (5)
  • hybrid cloud (5)
  • interactive voice response (5)
  • software support (5)
  • work from home (5)
  • CSM (4)
  • WebRTC (4)
  • call blast (4)
  • cloud (4)
  • cloud contact center (4)
  • contact channels (4)
  • customer engagement (4)
  • customer relationship (4)
  • no centralized server (4)
  • pci compliance (4)
  • predictive dialer (4)
  • sales campaign (4)
  • service management (4)
  • tcpa (4)
  • tcpa compliance (4)
  • virtual agents (4)
  • voice (4)
  • COVID19 (3)
  • Knowledge16 (3)
  • ServiceNow CTI (3)
  • agent training (3)
  • blended contact center software (3)
  • chat (3)
  • cold calling (3)
  • contact center solutions (3)
  • contact center technology (3)
  • custom crm integration (3)
  • digital workflows (3)
  • digitaltransformation (3)
  • edge computing (3)
  • increased call volume (3)
  • mobile (3)
  • multichannel (3)
  • outbound call center (3)
  • outbound campaign (3)
  • public cloud (3)
  • reliability (3)
  • reporting and analytics (3)
  • service delivery (3)
  • small contact center software (3)
  • social customer care (3)
  • text (3)
  • virtual assist (3)
  • voip crm integrated contact center (3)
  • B2C (2)
  • DX (2)
  • IVR menu (2)
  • SugarCon (2)
  • agent attrition (2)
  • agent coaching (2)
  • agent productivity (2)
  • agent turnover (2)
  • artificial intelligence (2)
  • auto-attendant for call center (2)
  • best practices (2)
  • business intelligence (2)
  • call center agent (2)
  • call center compliance (2)
  • call center scripts (2)
  • call center solution (2)
  • call center solutions (2)
  • call handling procedures (2)
  • call scripts (2)
  • contact center integrations (2)
  • database management integrations (2)
  • digital transformation (2)
  • dynamic scripting (2)
  • email (2)
  • employee engagement (2)
  • employee turnover (2)
  • fault tolerance (2)
  • fog computing (2)
  • gamification (2)
  • high call volume (2)
  • integration (2)
  • intelligent routing (2)
  • knowledge base (2)
  • knowledge management (2)
  • kpis (2)
  • lead tracking (2)
  • personalizing customer service (2)
  • saas integrations (2)
  • sales prospecting (2)
  • sentiment analysis (2)
  • speech analytics (2)
  • third-party integrations (2)
  • work force management (2)
  • workforce optimization (2)
  • ASA (1)
  • CTI Connector (1)
  • Cloud Communication (1)
  • FCR (1)
  • ITSM (1)
  • Internet of Things (1)
  • IoT (1)
  • Knowledge18 (1)
  • Microsoft Dynamics (1)
  • Microsoft Teams (1)
  • Millennial Consumers (1)
  • On-Premise (1)
  • PCI (1)
  • Product Launch (1)
  • SLA (1)
  • after call work (1)
  • attriction rate (1)
  • auto-dialer (1)
  • bad customer service (1)
  • banking industry (1)
  • bpo (1)
  • business technology (1)
  • call abandonment (1)
  • call center management (1)
  • call center reporting (1)
  • call center security (1)
  • call center technology (1)
  • call routing (1)
  • call volume (1)
  • call-back (1)
  • cloud contact center solution (1)
  • computer telephony integration (1)
  • contact center attrition (1)
  • contact center trends (1)
  • crm integrator (1)
  • cross-sell (1)
  • customer journey (1)
  • customer loyalty (1)
  • customer service experience (1)
  • customer service metrics (1)
  • customer service rep (1)
  • customer service trends (1)
  • cx (1)
  • data recovery (1)
  • employee recognition (1)
  • employee satisfaction (1)
  • engaging work environment (1)
  • enterprise communications (1)
  • financial services industry (1)
  • frustrating customer service (1)
  • help center (1)
  • high attrition (1)
  • hold times (1)
  • holiday customer service (1)
  • holiday season (1)
  • hyrbird cloud (1)
  • improve customer service (1)
  • inbound calls (1)
  • inbound contact center (1)
  • infusionsoft dialer software (1)
  • interactive voice response menu (1)
  • lead conversion (1)
  • marketing automation (1)
  • mobile trends (1)
  • multichannel customer care (1)
  • multichannel customer service (1)
  • news (1)
  • on hold (1)
  • personalized customer service (1)
  • preview dialer (1)
  • real-time chat (1)
  • reporting (1)
  • sales best practices (1)
  • sales team (1)
  • sales tools (1)
  • salesforce dialer software (1)
  • security (1)
  • service level (1)
  • skills based routing (1)
  • social care (1)
  • sugarcrm integrator (1)
  • tcpa regulations (1)
  • telemarketing (1)
  • time in queue (1)
  • voicemail (1)
  • wait on hold (1)
  • waiting on hold (1)
  • web self service (1)
  • webinar (1)
  • wfo (1)
  • workforce flexibility (1)
  • workforce management (1)
  • zoho dialer software (1)
See all
  • Computer Telephony Integration (CTI)
  • Interactive Voice Response (IVR) Designer
  • IVR Analytics
  • Speech Analytics
  • Reporting
  • Automated Dialers
  • Customer Service
  • IT Support
  • Human Resources
  • Sales & Marketing
  • Contact Center
  • ServiceNow
  • Microsoft
  • Sugar CRM
  • SAP
  • Universal CTI
  • Others
3CLogic-footer-logo
9201 Corporate Blvd., Suite 470
Rockville, MD 20850
(800) 350-8656
info@3CLogic.com
Connect with 3CLogic on LinkedIn Follow 3CLogic on Facebook Follow 3CLogic on Twitter Subscribe to 3CLogic on YouTube
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2021 by 3CLogic. All rights reserved.
Now Certified App Availble on Microsoft AppSource Salesforce Partner Logo
Now Certified App Availble on Microsoft AppSource
  • Sitemap
  • Privacy Policy
  • Terms of Use
© Copyright 2020 by 3CLogic. All rights reserved.