Office Suites PLUS Clients
Case Studies
Customer Service Solutions Delivers
Tyvola in Charlotte, NC
Background
Founded in 1998, Customer Service Solutions, Inc. (CSS) is a customer retention consulting firm located in Charlotte, North Carolina. The company has four areas of focus to help clients retain and grow with their existing customer base: 1) strategic consulting; 2) operations or process consulting; 3) leadership and interaction consulting; and 4) customer and market research. Highly regarded in the Charlotte region & throughout the US, Customer Service Solutions has significant experience in industries as diverse as local governments, professional sports teams such as the Miami Heat and the LA Clippers, healthcare, education, and banking. They work with companies and agencies across the US – from San Diego, CA to Springfield, MA.
Customer Service Solutions’ “Lean” Business Model
Ed Gagnon, President and founder of the company, does all this work very efficiently – with only himself, one part-time staff person, and his partner, Oscar Dominguez. However, he manages to accomplish a large volume of work through a network of alliances and with the help of Office Suites PLUS. When Mr. Gagnon was searching for Office Space 6 years ago, he knew that he needed a good location and facility that also would continue to build his company’s high profile image. He also knew that he would need to be able to focus on his business and find creative ways to get work done efficiently and effectively. This is where Office Suites PLUS came in. “Once I made the decision to move into Office Suites PLUS, I knew I had made the right choice.” Mr. Gagnon added, “Not only did it meet my image and technology needs, I realized that utilizing the Office Suites PLUS staff would be an effective way to complete many of my tasks that would, in other business models, have required me to increase my fixed costs by taking on longer-term full-time staff.”
Office Suites PLUS was able to help Customer Service Solutions over the years with surveys they execute for customers, managing direct mail campaigns and conducting “secret shopper” telephone surveys. “Their service has been invaluable because it fits my model of running a lean and highly competent network of alliances that can quickly flex staffing up and down; this allows CSS to meet the changes in workload demands throughout the year to help deliver results to my customers.”
After 6 years at Office Suites PLUS, Mr. Gagnon believes the growth his company has experienced is partly due to Office Suites PLUS and its people. “I’m a customer service consulting company, and the service of the Office Suites PLUS staff makes me look good. The state-of-the-art communications system allows me to be responsive to customers, and the office environment presents the professional image my clients expect.”
To find out more about Customer Services Solutions visit or call:
Phone: 704/553-7525
http://www.cssamerica.com
Customer Service Solutions, Inc.
3427 Teversham Lane
Charlotte, NC 28210
