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Since introducing their first electric tool in 1958, Makita has grown to become one of the world's largest producers of power tools. Because of their strict attention to quality products and best in class customer service, Makita has been experiencing rapid growth in the USA, with over 30 locations and 23 factory service centers.
Based on customer feedback, they discovered that their quality of customer service has been suffering due to the inefficiency of their current phone solution. Makita quickly realized that a change to their telecommunications system was necessary. Although their existing system was not very old, the call center functionality was behind the times, preventing them from linking all of their locations together. They want a technology solution that allows customers to contact a Makita representative regardless of what timezone they were in, as well as having access to meaningful real-time and historical reports.