Case Study: Viewrail Achieves 70% Self-Service Rate With Zoom

Viewrail is a custom stair and railing manufacturer that has been crafting high-quality, bespoke products for 20 years. With six plants across the United States, Viewrail is committed to turning people’s dream homes into reality.

But behind the scenes, Viewrail was dealing with disconnected communications systems and a cumbersome tech stack.

Challenges

“We were using over five different software platforms to manage communication between our sales, engineering, and customer support teams,” says Colin Johnson, CRM Lead at Viewrail. “It was a logistical nightmare, impacting our ability to provide the white-glove service our customers expect.”

As a fully custom fabricator of complex materials, Viewrail was faced with trying to find a way to bring together its various geographically dispersed teams while being responsive and delighting its customers. The stakes were high: miscommunication or delays could result in lost customers and revenue.

Jackie DeMott, President of sales at Viewrail, shares that the business suffered: “We had disjointed software trying to work together, and we couldn’t track metrics and efficiency. We couldn’t create the best customer experiences and ultimately couldn’t generate more revenue.”

Solution

After everything came to a head during one crucial end-of-quarter period and their system went down for 2-3 days, Viewrail came to Zoom. “As a salesperson, the worst thing that can happen in a sales pitch is for a call to drop,” commented Jackie.

In Zoom, Viewrail found an all-in-one communications and cloud contact center platform; a whole lot more than the phone solution they set out to find.

They quickly discovered they could unify their communication channels and streamline operations across their contact center, sales, and engineering teams.

By deploying Zoom Workplace, Zoom Contact Center, Zoom Virtual Agent, and Zoom Revenue Accelerator with Zoom AI Companion built-in, they’ve transformed their operations.

This consolidation immediately boosted efficiency, allowing Viewrail to provide quicker responses and more transparent communication to its customers.

Jackie commented, “We’re all working together as one seamless team to provide the best experience for the customer. It’s that experience that will tie that customer back to us time and time again as we continue to grow as a business.”

One of the most significant improvements is Viewrail’s ability to meet customers where they are, whether through phone calls, live chat, or video consultations, thanks to Zoom Contact Center and Zoom Virtual Agent.

Plus, when a rep connects with a customer by phone or video meeting, they can quickly bring in their team members to resolve issues faster and deliver the kind of experience their customers expect.

This flexibility has also allowed Viewrail to tap into previously unexplored communication channels. By equipping Zoom Virtual Agent with a thorough intent management system and knowledge base, Viewrail has achieved a 70% self-service rate, freeing up reps to take the more complex calls.

Zoom Virtual Agent has also become an unexpected sales engine. “We had a $70,000 project come through Zoom Virtual Agent,” Colin shares. The customer was on-site, too busy to make a call, but through chat, they could send photos and get a full quote – all in real-time.”

Colin shared that Zoom Virtual Agent generates so much revenue they wished they’d brought it in earlier.

“In just a week of using Zoom’s Virtual Agent, we generated nearly $200,000 in the pipeline. We realized we had been doing a disservice by not offering more ways for customers to engage with us.”

Not only is the Viewrail team able to deliver a far superior customer experience, but Zoom has revolutionized how Viewrail’s team collaborates internally.

Zoom Workplace has made it easier for employees across every location to stay connected because it’s an open collaboration platform with AI Companion woven throughout Phone, Meetings, Rooms, Whiteboard, and Team Chat.

“Our engineers and salespeople can now jump into Zoom Meetings in seconds to discuss project details,” Colin explains. “And with Zoom AI Companion powering meeting summaries, if someone couldn’t make the meeting, they’re instantly caught up on what happened.”

This real-time collaboration has drastically improved internal efficiency across the board, with Zoom Team Chat providing the backbone for all communications.

“Our marketing team uses Team Chat to collaborate on video projects and photo galleries. Our IT team uses it to monitor the organization, and our sales team uses it to discuss deals.

One region has even set up a notification to alert the team when a new customer shows interest so the team can respond instantly.”

Zoom Rooms has been another great way to bring dispersed teams together. With a couple of taps on the screen, employees in the office can hop into a meeting room and connect easily with team members across the country.

Jackie says, “Zoom Rooms just works seamlessly. Internally, we can grab a room and share plans dynamically onto the screen with reps in different locations. It just makes all our conversations more efficient.”

Zoom’s AI-first solutions have also been vital in turning around the sales process and empowering reps. Zoom Revenue Accelerator is helping the sales team and their leaders stay on top of sales calls without leaving the Zoom platform.

Jackie agrees. She finds that sales managers are more efficient and can help the reps get to a sale faster.

Viewrail’s sales reps are benefiting, too, reducing their workload and freeing up their brainpower to focus on the customer: “Our reps can take fewer notes on calls because Zoom AI Companion does that for them,” explains Colin. They can focus on that project and become more accurate in what they’re delivering to their customers.”

They can also track the types of products the customer is interacting with: “We may feel like glass is trending well. People are coming in interested in glass, and then they talk about rod railings,” shares Colin, “All of this intel in Zoom Revenue Accelerator allows us to pivot and respond to customers and even change our marketing content. We didn’t track that before.”

Beyond the sales organization, Zoom AI Companion is offering a helping hand in all parts of the business, especially with meeting summaries. “I promise to do a lot of things during meetings!” confesses Colin. “Now I can go back and review the meeting summary instead of taking notes.”

Results

Since implementing Zoom’s unified platform, Viewrail has seen incredible improvements in internal efficiency and customer satisfaction.

For Viewrail, transforming its contact center wasn’t just about streamlining operations—it was about ensuring that every customer felt valued and understood. With Zoom’s AI-first, unified platform, Viewrail is better equipped than ever to deliver on its promise of quality, speed, and personalization.

“The culture we have here is a people-first culture. Our customers are what make us successful,” Colin concludes. “And with Zoom, we’re able to deliver the best customer experience—all on one unified communications platform.”

$200K Generated in sales pipeline within one week of deploying Zoom Virtual Agent
6+ Individual tools replaced and consolidated onto Zoom Workplace
70% Self-service rate with Zoom Virtual Agent

This blog post has been re-published by kind permission of Zoom – View the Original Article

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