Case Studies

WHEN CUSTOMER SERVICE MEANS BUSINESS

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Nearly 100 years ago, Kuiken Brothers Company started its business with an overriding mission: to be the leading provider of lumber, millwork and building materials in the markets they serve. Fulfilling that mission meant customer service. It still does today, not only in how Kuiken Brothers serves its customers, but also in the way it expects to be treated.

When the company began investigating a new phone system, it was drawn to Consultedge’s commitment to responding to the needs of its customers. “We wanted the best possible system to accomplish our goals,” said Michael Lawless, IT Director at Kuiken Brothers, “but we were just as interested in the company we selected. We wanted a company that was responsive to us, one that would take the time to understand what we needed and work with us. We found that in Consultedge.”

Redefined Customer Service
What began as a residential and commercial construction company in 1912 has evolved into one of northern New Jersey’s largest and most diverse lumber, millwork and building material companies. With eight locations and a staff of more than 290 employees, Kuiken Brothers works to build long-term relationships with the contractors who rely on its products and service. Part of that service relies on a cohesive communication system that links customers with employees, whether in the field or at any of the Kuiken Brothers locations.

Kuiken Brother’s new hybrid telephone system replaces eight separate systems with a communication network that links customers and employees throughout the Kuiken Brothers organization. Explained Lawless, “The old system was very inefficient, especially in getting incoming customer calls to the right person at the right store. It was also costly because our calls between stores carried long-distance costs. We wanted a system that simultaneously reduced our costs, boosted our efficiency and improved service to our customers. We also needed something that could grow with us. We’re always planning on growth, but we didn’t want to be burdened by a system that was overbuilt for today’s needs just so it could handle future expansion.”

Consultedge Develops a Solution
Consultedge developed a hybrid system that expands Kuiken Brothers’ ability to meet its customer needs quickly and efficiently. All of Kuiken Brother’s eight locations are connected over their data network via Internet Protocol (IP) trunking. Voice over Internet Protocol (VoIP) linking the facilities enables 4-digit dialing, centralized voice mail through Avaya’s VoiceMail Pro, and the easy transfer of calls between locations. With the exception of Kuiken Brothers’ administrative office, which is equipped with IP sets, the stores use digital sets at the desktop. The combination of IP and digital reflects a practical example of how integrated technologies can deliver a client-specific solution that meets both short- and long-term business needs.

“An efficient communication system is critical for our operation. This system works for us,” said Lawless. “Everyone in the organization is connected, so we’re more efficient. Most important, we’re able to give our customers the service they deserve – and we received the same level of service from Consultedge.”

Kuiken Brothers Company, Inc.
6-02 Fair Lawn Ave.
PO Box 1040
Fair Lawn, NJ 07410
http://www.kuikenbrothers.com