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NutraScience Labs

NutraScience Labs drives revenues with risk-averse solutions

NutraScience Labs, formerly Nutricap Labs, is a contract manufacturing facility, providing clients with full-service, turnkey nutraceutical solutions, including label design, product manufacturing, packaging design and order fulfillment. NutraScience Labs was ranked the 42nd fastest-growing company in America by Inc. Magazine in 2009. They were also ranked the 4th fastest-growing private company within the NY-NJ-PA region, and the 3rd fastest-growing private business in the entire health industry.

About
  • Manufacturing facility, providing clients with full-service nutraceutical solutions
  • Label design, product manufacturing, packaging design and order fulfillment
  • Sets the standard for excellence through operations and overall customer experience

Results
  • Increased business continuity, efficiency with automated workflows and revenue
  • Can set transfers automatically, eliminating ticket system and responses from IT
  • Consistent uptime and elimination of outages were immediately measurable
Approach
  • Eliminate the ticket system that demands a response from IT team
  • Proper redundancy and failover capabilities and ensure call quality
  • Went with Connect First cloud routing solution and call delivery via SIP

Goals
  • Ensure failover protection and disaster recovery strategies for calling campaigns
  • Rectify weaknesses identified in the current system with replacement system
  • Solid, reliable contact center solution to manage abundant daily inquiries

Companies clamoring to do business together

Because of their growing status and reputation in the industry, scores of companies were clamoring to contract with NutraScience Labs. Since all leads for new opportunities were received via the web, by phone, and through inbound and outbound initiatives, it was imperative to have a solid, reliable contact center solution to manage the abundance of inquiries they were now fielding daily.

With such a rapidly growing company handling significant call volume on a daily basis, NutraScience Labs needed to ensure they had failover protection and disaster recovery strategies in place for all their many calling campaigns.

The company’s phone carrier presented a number of issues that put their calling initiatives at risk. With the weaknesses in the current system identified, Ryan Mayer, Chief Technology Officer for NutraScience Labs, set out to make a change.

Other vendors can’t come close

While a selection process may have been the next step for the standard company examining an alternative solution, Mayer found it unnecessary. Connect First was already well known in the industry for its superior technology platform and reliability, and Mayer was familiar with their ability to add local delivery options for redundancy on the delivery path and provide the business continuity measures necessary to eliminate risk.

“I have a lot of experience in telephony on both sides of the box,” Mayer says. “I vetted many solutions before I even started with NutraScience Labs; I’ve done due diligence in the past and other vendors can’t come close to the robust and feature-rich offering of the Connect First platform.”

To meet the need for the proper redundancy and failover capabilities to ensure consistent call quality, NutraScience Labs selected the Connect First cloud routing solution and call delivery via SIP (Session Initiation Protocol).

There are three things that we immediately experienced with this platform: First, the uptime and not having the outages we were experiencing. Second, we can make changes to the interface the way we want to make them. And third, there is a considerable benefit in the time and money saved in the way we can now do things. Many processes are now automated so we can focus on priority number one – driving revenue.

Ryan Mayer, Chief Technology Officer

Improved uptime, flexibility and cost savings

After a swift yet with-you-every-step-of-the-way implementation, the account was set up and configured the next day, allowing for calls to be transferred at night to the correct contact center location. The company’s focus includes a live answer for each call, demanding proper transfers at all times.

With a self-managed platform, NutraScience Labs administrators can set the transfers automatically, eliminating the ticket system that demands a wait for a response from the IT team.

“The Connect First user interface is amazing,” says Mayer. “One of the nicest I’ve seen in a long time. It’s intuitive and user-friendly and completely eliminated any learning curve. We easily moved all of our toll-free and several batches of local numbers over. In just a couple of weeks, we were off to the races.”

Consistent performance was a priority for NutraScience Labs, and with the Connect First cloud routing platform securely in place, the consistent uptime and elimination of outages were immediately measurable.

Since implementation, NutraScience Labs has not experienced a single failure or outage.

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