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ABOUT OMAHA STEAKSA passion built into a company. A company built into an icon. One thing at the center: THE BEST STEAKS IN THE WORLD.
• Since 1917: 100+ years of operational excellence
• 50+ retail stores, 3 processing locations, 2 distro centers, HQ
• 1,800 employees
IN THEIR WORDS“With DIzzion, we were able to deliver a high level of support to our distributed agent base. The tools and dashboards are excellent and represent a crucial part of the overall solution.”
CIO - Omaha Steaks
It All Started with a Challenge:Huge seasonal demand. Rapid scale.
When the holiday season rolls around, meat and seafood lovers start to salivate, anticipating the gift of gourmet food from Omaha Steaks delivered directly to their doorstep.
However, the everyday carnivore would be blown away to learn how much goes into making the steak dream a reality for the hundreds of thousands of orders placed at the same time. It is this seasonal popularity that presented Omaha Steaks with a difficult operational challenge:• Leverage a WFH agent model to significantly scale the
customer engagement center for a few months per year• Deliver a robust and consistent WFH agent experience• Maintain security and compliance regardless of agent locale
OMAHA STEAKS MAKES THE HOLIDAYS TASTIER WITH MANAGED DAAS
DIZZION.COM - 1.888.225.2974 - [email protected]
DID YOU KNOW?Omaha Steaks’ Customer Engagement Center handles nearly 4 million contacts per year!
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Key Focus: Best-in-Class Customer EngagementThe Omaha Steaks customer engagement centers/program was a the focal point of the business challenge. While there was an existing hub-and-spoke architecture in place (brick-and-mortar contact centers + WFH agents), making changes - scaling up or down - took a long time and, in the case of expansion during the holidays, was difficult and cost prohibitive.
With the agility, security and homogenous desktop experience Dizzion Managed DaaS brought to its WFH agent population, Omaha Steaks was able to operate more efficiently, delivering proper coverage during seasonal spikes with greater ease.
Managed DaaS Success Story
Dizzion DaaS CompleteManaged Desktop-as-a-Service
• 1,000+ cloud desktops to date for contact center agents
• WFH BYOD eliminated need for company-issued endpoints
• More work from home agents enabled, performance validated
• zLink BYOD ensured agent security at home - lockdown
“Dizzion managed DaaS enables us to respond faster and more effectively to unpredictable business change. Their proven global performance means our steak experts are able to deliver the same best-in-class service, working from home.”
Nate Rempe - CIO, Omaha Steaks
The Customer Engagement Center SolutionManaged Desktop as a Service + Five9
DIZZION.COM - 1.888.225.2974 - [email protected]
Simplified agentonboarding
Copyright 2020 Dizzion, Inc. All rights reserved. All other marks are the property of their respective owners.
DIZZION RESOURCES
Contact Center SoftwareContact Center as a Service (CCaaS)
• Upgraded agent functionality with smart dialers, routing, IVR
• Improved data with real-time dashboards and reporting
• Enabled digital transformation with CRM, etc. integration
• Optimal performance: Dizzion Five9-certified managed DaaS
Emergency DesktopsCOVID-19 WFH Response
• ~250 emergency cloud desktops deployed to quickly scale WFH
• Agile, elastic service met expedited timelines
• zLink BYOD - secure devices
• Flexible terms extended
• Productivity analytics/insights
Final Word fromTenacious “D”
“Omaha Steaks has been a pleasure to work with as their people are knowledgeable, friendly and responsive. Working together, we were able to deliver on-time and maximize success.”
Chris K.Dizzion
Engineering
Steve Q.Five9TAM
The ResultsGoals Accomplished. Happy Customer.
Increased customer satisfaction
Decreased support requirements
High performance during peakconcurrency
Manageableoperating costs
Increases in agent productivity
