Creating cohesive communication operations in retail clients
Our retail client was a multi-site domestic appliance vendor who had grown extensively without considering the operational solutions they needed to support that growth.
Our client’s issues : inefficient and expensive telecommunications
When our retail client got in touch with us, it was apparent that their business had grown successfully and rather rapidly. In the space of a few years, they went from 1 to 10 shops and their telecommunications were no longer fit for purpose.
Each shop was fitted with several phones. However, those phones were desk phones, leaving staff unable to take calls and walk around the shop to check stock. It meant that clients were left hanging at the end of the line in dead silence.
Another issue was that each shop had different phone systems. So if a customer called one shop but needed to be redirected to another one, their call couldn’t be transferred. They had to hang up and dial in again.
Also, the calls could not be rerouted remotely from one shop to another. So if someone was off sick and a shop couldn’t open as a result, one of their colleagues had to travel to this outlet to reroute calls.
Last but not least, all calls came in on the same number regardless of the company department the customer was trying to contact. It was inefficient as well as expensive. It was costing the business considerable amounts in call charges to communicate with their own team.
Our solution : a cloud system
It was obvious from our review of their business that their poor telecommunications was detrimental to their customer service. So we suggested several changes with the aim of improving their clients’ experience and allowing their teams to work seamlessly.
The main solution was to implement a cloud system. It enables them to transfer calls between sites and transfer calls directly to engineers. It saves time, money and customers get a better service as well.
Now, they also have access to a web portal which gives them complete control over their telecommunications. They can log in at home – or wherever they have access to the Internet – to reroute calls. This is an ideal solution for a company with a small number of staff, and again it results in happier customers.
In addition to that, we also installed 1 dect phone (cordless) and a cordless headset at each site so staff could answer the calls and move around the shop. It makes staff’s life easier and improves the customer experience.
We have also recorded professional Marketing On Hold (MOH). It provides information about the company, what they specialise in and all the practical information customers are after. It is a good way for the business to advertise their services to their clients whilst they are on hold.
The customer experience has also been improved by the introduction of 3 options when customers call the company number – one for sales, another for service and the third one for accounts. Now, clients get to speak to the right person straight away. As for the retailer, it can see exactly what type of call is coming in and anticipate what it is about.
Seamless and cohesive operations have resulted in our client’s teams workflow to be smoother. For their customers, it means a much better experience when they need the services of the company.