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Avaya / Carousel Case Study: Thompson Machinery
Advanced contact center technologies pave the way for enhanced customer service and streamlined operations at Thompson Machinery
As the exclusive agent for Caterpillar sales, rentals, and parts throughout Middle Tennessee, West Tennessee, and North Mississippi, Thompson Machinery Inc. continually strives to build on its 66-year commitment to a philosophy of “Lasting Relationships, Superior Services, Intelligent Solutions.”
When the disparate telephone systems at several of their 11 locations were approaching end-of-life status, the Thompson Machinery management team decided to acquire a company-wide telecommunications solution that would provide a strong foundation to meet the current needs of the business and to support future growth.
Thompson Machinery chose Carousel Industries, an Avaya Channel partner—Platinum level, to manage the entire telecommunications project. Carousel coordinated with Extreme Networks for the data center and the network epicenter. Lay explained, “After talking with several vendors, we felt that Carousel had the greatest breadth of experience to plan, deploy, and support a complex system involving several locations. We verified the quality of their service by interviewing several of their customers, in a discovery process set out by our Six Sigma group. Throughout the installation and now that the system is in operation, we rely on the knowledgeable support they provide to us.”
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