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Case Study

SPI Health and Safety Streamlines Its Customer Service with the InGenius Connection

SPI Health and Safety's customer service team was operating with their telephony system and CRM running as completely separate tools, which meant agents were manually searching for customer records during live calls, logging interaction data after every conversation, and working without the real-time context that allows agents to provide personalized, efficient service. By deploying InGenius to bridge their contact center platform and CRM, SPI gave their agents a single unified desktop where customer data surfaces automatically when a call connects. This case study details the implementation process, the specific workflow improvements that resulted, and the measurable impact on handle time and service consistency that followed from eliminating the gap between their phone system and customer records.