Project Case Study: Automated Call Center for Seasonal Ticket Sales at 877-6-TRAINZ
Client: SantaTrain.net & EasterBunnyTrain.com
Where: Northern New Jersey / Metro NYC Area
Challenge: Four non-profit Santa Train and Easter Bunny Train operators needed to connect computer-phobic customers to the ride nearest them in a six-county area, but the organizations couldn’t afford to staff a full-time phone bank.
Solution: Set up an automated call center via Phone.com, with menus routing callers to the trip operator nearest them in northern New Jersey (Jersey Central NRHS, Tri-State NRHS, Volunteer Railroaders Association, or Whippany Railway Museum).
Result: Between Christmas 2008 and Easter 2009, the system handled 1,100+ inbound sales calls in 10 weeks, contributing to sold-out events at all four organizations, in spite of the economic recession.
My Role: Selected phone vendor, presented number options to stakeholders, registered 877-6-TRAINZ (877-687-2469), designed the menu layout, wrote the script, coordinated updates for the first two years (four seasons), communicated with key stakeholders throughout the project.
“Karl Sakas created and set up 877-6-TRAINZ, a toll-free “Santa train clearinghouse” for six counties in northern New Jersey. He handled almost everything for us, from projecting costs/revenues to implementing an intuitive phone menu. He successfully coordinated the project between four different non-profit organizations…”
–KC Smith, Director, Volunteer Railroaders Association (via HeritageRail.biz)