APRIL 2018CIOAPPLICATIONS.COM8IN MY ViewOur Case:For the last 99 years, O.F. Mossberg & Sons, the oldest family-owned firearms manufacturer in the United States, has grown into a household name as the leader in introducing important design breakthroughs in the industry. But our growth had overwhelmed its communications system, and the company needed something new. We had a blend of customers that required several flavors of communication options as we focused on the internet movement but needed to make sure we continued to support our legacy customers.Challenges:We were on a legacy phone system that left us in silos unable to scale or easily collaborate globally. It couldn't capture the data required to generate reports that would help us make informed business decisions. We needed that kind of flexibility to grow the brand. We have multiple locations, a large sales force in the field and when there were seasonal demand spikes during hunting season or summer season or Black Friday and holiday season, we were unable to support our customers the way that we needed to.Building the Brand Starts with Customer Service & Data InsightsWES BEIGHLEY, CIO, O.F. MOSSBERG & SONS INCWith the internet trend we were able to find the right balance with our customers to create the best experience no matter what channel of communication was used
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