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Talkdesk Propels Palmer Johnson Power Systems Customer Service With Cloud Contact Center Innovations

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Palmer Johnson Power Systems moves from an inflexible, on-premises system to Talkdesk CX Cloud for agility, scalability and deep Salesforce integration

  • Scalability of Talkdesk CX Cloud crucial for Palmer Johnson Power Systems to support its rapidly expanding customer service operations
  • Talkdesk cloud flexibility to adjust service levels, reduces costs and improves contact center efficiency
  • Seamless integration with Salesforce unifies contact center and CRM database, reducing average handle time, caller wait time and improving customer experience

Talkdesk, Inc., the cloud contact center for innovative enterprises, today announced Palmer Johnson Power Systems selected Talkdesk CX Cloud™, an end-to-end solution on a single platform, to propel its customer service operations forward. This international business provides engine, transmission and drivetrain systems and service for off-highway vehicles like construction and oil field equipment, as well as marine vessels. In an industry where minutes count and deadlines cost, the Palmer Johnson Power Systems (PJPS) team delivers service excellence built on innovation, product expertise, urgency and strong partnerships. PJPS chose Talkdesk as its customer service solutions partner for cloud flexibility and scalability to support the company’s growth and comprehensive Salesforce integration to improve customer experience.

“Supporting our customers and distribution partners with a superior level of customer service is what sets PJPS apart in a highly dynamic environment,” said Adam Becker, Vice President of Operations, Palmer Johnson Power Systems. “The agility, flexibility and stability of Talkdesk’s cloud contact center allow us to remain ahead of our customers’ needs through a rapid pace of product innovation and seamless integrations in an easy-to-use and comprehensive solution.”

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Talkdesk’s scalability was a crucial component in Palmer Johnson Power Systems’ final decision to move its rapidly expanding customer service operations to Talkdesk CX Cloud. The ability to adjust service levels to meet fluctuating demands and seasonal traffic spikes help PJPS reduce costs and keep pace with customer needs while improving contact center efficiency. By moving to Talkdesk, PJPS has a dependable and scalable solution to support its growth in an easy-to-use platform with added cloud flexibility to integrate with best-of-breed customer experience tools. In addition to a scalable cloud platform, PJPS needed an easy to use and customizable contact center solution. Talkdesk’s enterprise-ready, next-generation cloud architecture maximizes flexibility, allowing PJPS to stay agile and easily self-manage its contact center with clicks, not code.

“Since the implementation of Talkdesk we have seen improvements to our phone system from an IT perspective, but also from a customer and customer service perspective,” said Phillip Turnquist, Information Technology Manager, Palmer Johnson Power Systems. “Talkdesk CX Cloud allows for significantly improved scalability and customization, which has been instrumental to our recent growth as we have brought on two new companies and established a new engineering company. Additionally, with the changing environment and ‘new normal’, we have been able to make modifications to the system, test and implement in almost real-time allowing us to meet the changing needs of the business.”

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Palmer Johnson Power Systems also leverages the power of Talkdesk for Salesforce™ to easily unify its contact center and CRM database. With Talkdesk for Salesforce, PJPS agents have immediate access to caller information through automatic screen pops, reducing average handle time, caller wait time and improving overall efficiency. Seamlessly integrated reporting in real-time through Talkdesk Analytics & Insights™ provides PJPS crucial business intelligence to react instantly to changes in customer support needs and look ahead to set proper service levels with advanced forecasting. With comprehensive reporting and customizable API-based dashboards, Palmer Johnson Power Systems has the ability to monitor and optimize its team’s performance and positively impact customer satisfaction.

“We are excited to support Palmer Johnson Power Systems and look forward to supporting its award-winning team with innovative customer experience solutions,” said Tiago Paiva, Chief Executive Officer, Talkdesk. “Today’s forward-thinking enterprise organizations are making the customer experience a competitive advantage with Talkdesk and transforming their contact centers to keep pace with customer demand.”

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