Trillian and New Pig: Improving team communication with business-ready security and control

When pigs talk: how Trillian helps New Pig provide seamless customer interactions

COMPANY

New Pig

INDUSTRY

Supplies & Equipment

EMPLOYEES

700

DEPLOYMENT

Cloud

New Pig is the number one brand that helps companies manage leaks, drips and spills to protect workers, facilities and the environment.

Since 1985, New Pig has helped over 300,000 industrial, commercial, institutional and retail facilities in more than 100 countries find better ways to keep workplace environments clean and safe. Known for their innovative solutions, the company has picked up 34 Plant Engineering Product of the Year Awards since it was founded - not too shabby for a business founded on ground-up corn cob and pantyhose, right?

The challenges they were facing

A few years back, New Pig identified a need to improve their customer support experience. In particular, they wanted a way to do live transfers of support calls in order to stop putting customers on hold. Improvements to their existing communication tools were at heart of that work. Two of the major issues they faced were:

Long hold times. Call handovers were messy, and customers were having to wait while the information they provided was reiterated to another team member. This on-hold period was wasting time and increasing the rate of customer drop-offs. It was adding a negative aspect to the customer experience, which is never good for business.
Inadequate internal communication. In addition, a lack of internal communication between teams meant that people were still working on projects that had already pivoted in a different direction. New Pig wanted to address this to ensure strong collaboration throughout each layer of their company.

“

We have 450 employees spread across the campus so it can be easy to work in silos. My biggest struggle is being able to ensure effective communication across teams while maintaining corporate alignment.

Jennifer Weyant Technical Services Manager

The solution

New Pig put real effort into competitive research. They wanted an Instant Messaging (IM) service that all of their employees could adapt to quickly, but didn't need anything extravagant or over-priced. We were delighted when New Pig chose to spin up the cloud-based version of Trillian - they haven't looked back since! Trillian provides New Pig with a number of useful tools to keep them up to date and on the ball when it comes to customer satisfaction. Technical Services Manager Jennifer Weyant, for one, has seen a difference:

“

Since adopting Trillian, we've been able to eliminate hold times between customer service and technical support, resulting in a tremendous improvement in experience for our customers and the ability to provide truly seamless customer interaction.

Jennifer Weyant Technical Services Manager

Trillian gives employees the tools they need to do their job successfully and the ability to stay connected with the whole team. With Trillian, New Pig's employees are able to quickly exchange information about an ongoing support call, as well as avoid email for short-form internal company discussions. They're also leveraging Trillian's powerful group chat feature in order to keep different teams connected throughout the day.

Cue the (sound of) music. Here are a few of New Pig's favorite things...

The ability to share information instantly during customer calls
No more long hold times
Increased user interactions
Knowing sensitive information is protected
The ability for supervisors to check on user struggles
The easy-to-use software!

At Cerulean, we think collaboration should be easy. Our product, Trillian, is a secure business instant messaging service that improves productivity and collaboration throughout your company. If you like what you're hearing and want to find out more about Trillian, talk to our team today - we're all here to help!

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