Direct and franchise sales models
Founded on American ingenuity, Stanley Steemer began as a one-man carpet cleaning business by Jack A. Bates in 1947. Today, with flourishing direct and franchise sales models, it has a $650 million turnover and reaches over 90% of the US population with 287 locations in 48 states. Powered by US-manufactured equipment and technicians trained in house, the company continues growing through constant innovation.
Essential to its success is 1-800-STEEMER, a toll-free number that routes residential and commercial customers to local support anywhere in the US. That could be the Stanley Steemer Contact Center supporting all the corporate branch locations or an independent franchise that’s been passed down through the generations.
“We’re fighting for market share every day and support our dedicated franchisees by handling a significant portion of their interactions, so they can focus on what they do best,” said John Parente, Director of Contact Center Operations at Stanley Steemer.
Smarter routing and simplified IT
Having used Genesys PureConnect cloud for a decade, the Stanley Steemer team trusted Genesys — a trust founded on system stability and reliability. While Genesys PureConnect had served Stanley Steemer well, there was room for improvement when it came to user experience and IT support. Since the toll-free number was essential, the thought of putting it in the hands of a new vendor seemed too risky. So the Stanley Steemer team chose to move to the Genesys Cloud CX platform.