Graphics and digital print gurus
Graphic Solutions Group (GSG), an expert provider of equipment, consumables and services for the graphics and commercial sign industry, employs 60 inside sales reps working remotely, hybrid and in office across 10 branches. Its supervisors and agents fill multiple roles, taking orders and handling up to 1,200 calls daily, plus chat messages from the company’s website — with eCommerce accounting for nearly a third of its sales.
Previously stranded on legacy Cisco on-premises technology, GSG lacked real-time analytics and effective reporting. The business was nevertheless growing rapidly. However, during periods of high demand, service suffered due to long wait times and abandoned calls, leaving both agents and customers feeling frustrated.