The customers clearly value the service and relationship. With its initial call center, before DDV added its solution, more than one-third of H.B. Fuller's call volume consisted of transferred calls. We provide the framework for a call router, while DDV provides the customized solution. Implementing the customized Call Router program has streamlined the call processing system, increased call handling efficiencies, and enhanced an already great customer service process. The Future H.B. Fuller's next phase is to integrate its inventory controls, shipping, and billing schedules into the same system.
Scalability is also important as they grow.