How New Holland Rochester Has Boosted Efficiency for 70 Agents and Cut Phone Support Costs with Gorgias Voice
70
agents using Gorgias Voice
75%
of phone tickets no longer need detailed manual notes
0
missed calls lost
Challenge: New Holland Rochester relies on phone support to manage technical, time-sensitive customer inquiries. However, their previous system did not consolidate customer call history or integrate across channels, and it required agents to use their personal mobile devices for follow-ups and text messages. This created internal workflow inefficiencies, poor record-keeping, and missed calls.
Solution: By adopting Gorgias Voice, New Holland Rochester centralizes communication channels, leverages call transcription and summarization features, and reduces costs thanks to Gorgias’s ticket-based pricing. The increased transparency from customer ticket views, improved response times, and boosted customer satisfaction.