DBE supports mid-sized and community financial institutions across the Midwest, serving clients in nine states. The company sells and services hardware for financial institutions, from currency counters to cash recyclers and ATMs; and pairs it with the software that runs it.
Over the past five years, DBE has grown through three acquisitions, expanding from roughly 50 employees to well-over 200. Client support sits at the center of how DBE operates. As VP of Client Support and Deployment Carly Donnell puts it, building long-term relationships with clients is “a huge part of who we are.”
Data Visibility and Reporting
As DBE grew, a second client support office came online but leadership had no way to answer basic operational questions like “what is the call volume?” and “how do we schedule staffing?” DBE ran its phones through Microsoft Teams’ native calling at the time, and they could not see where calls were coming from or where they were going. Plus, what data did exist was not usable in any practical way.
Landis Contact Center brought DBE’s two client support locations onto a single system, inside Microsoft Teams which DBE already used. Within about a month of rollout, the team had reporting live and was using it to understand normal call patterns. Becky Huggins, AVP of Client Services, now checks that reporting every day.
Remote Workforce Management
Huggins manages a remote team and is in DBE’s call center office once a week. Before Landis, that meant running two locations with limited visibility into call volume, queuing and staff availability. “I had no way to look at who was logged in and answering calls, or if the workload was fairly distributed. I had no way to see, prove, or disprove that information,” she said.
With Landis, Huggins can now see and manage her team’s status from anywhere. She uses the reporting to confirm agents are logged in, staffed appropriately, and not leaving queues unattended.
Call Routing
DBE needed the ability to customize call routing without losing a requirement set by company ownership: a person answers the phone, not a bot.
The original setup rang every agent at once, which led to confusion over who should answer and left agents feeling like they weren’t fast enough. Switching to round robin routing put ownership back on each agent: if the phone rings on your line, it’s yours to answer. Huggins says the change gives her team more clarity and a better day-to-day experience.
Proven Uptime
The new visibility and remote management paid off during an unplanned event. When DBE’s on-site call center had to be partially evacuated unexpectedly, Huggins was working remotely. She logged in, turned the affected agents unavailable, and kept the queue running without a single client noticing a change.
Trusted and Recommended
Huggins and Donnell gave Landis Contact Center a 10/10. “We love that it works without requiring us to even think about it, and it supports our work as we grow.”
To see how Landis Contact Center could deliver the same visibility, reporting, and call routing for your business, book a demo.
