Experient News

August 14, 2008

Experient Announces New Illinois Office;

New Customer-Focused Technology 

Vernon Hills, IL – On August 18, the 140+ employees formerly located in Experient’s Deerfield, IL office will begin their first day at a new address in Vernon Hills, IL. This move coincides with the launch of the company’s new Voice Over Internet Protocol (VOIP) telephone system which will increase call center efficiency and allow Experient’s customer service team to better serve the company’s 2.8 million attendee and exhibitor customers each year. 

“Experient has been established in Deerfield since 1945,” says David Erich, chief operating officer. “Moving an office of nearly 150 people is no small undertaking, but the end results will be good for our employees and our customers. The single-floor plan and open space in our new location provide a team atmosphere for excellent information exchange. In a company that prides itself on sharing best practices with our customers, the opportunities our new environment creates for communication are a real bonus.” 

The Vernon Hills office features a call center with more than 25 dedicated staff accepting more than 25,000 registration and room reservation calls each month. To help these customer-focused team members provide the best service to callers, Experient has installed a new telephone system in the Vernon Hills location and also in the call center in the company’s Frederick, MD office. Together these two offices will receive nearly half a million calls this year. 

Experient’s new telephone system will benefit customers by streamlining the call assignments using automated qualification prompts. By using voice prompts and skill-based routing, customers will have the opportunity to relay information that will direct the calls to the appropriate service representative. Customer service representatives will be able to accept a variety of customers’ calls and will use the information provided by the telephone system to identify the needs of the caller in advance. In addition to improved service quality, the system’s qualification features will reduce queue or wait times. 

“We are significantly upgrading our customer experience with this new phone system,” says Katie Dearborn, Experient’s vice president of the customer service group. “We will provide higher levels of service in less time than ever before. Internally the new system will even help with our company’s greening efforts since faxes will be routed directly to desktops, reducing the need for printing.” 

The new Experient office is located at 568 Atrium Dr., Vernon Hills, IL, 60061. The new telephone number will be 847-996-5400. The toll free number will remain 800-462-9430. The company will welcome customers with an open house luncheon September 17, 2008. 

Experient is the source for integrated meeting and event solutions including full-service, customized registration, housing, event management and lead retrieval services. With a vision to perfect the event experience and a mission to help bring people together to drive business, this year Experient will create memorable event experiences at more than 3,300 events attended by more than 2.8 million people occupying more than 5.5 million room nights. Visit us at www.experient-inc.com. Media kit and staff portraits may be found at www.experient-inc.com/press.