Case Study: Office Supplies
|
- Superstat are Marketing and Purchasing specialists with over 20 years’ experience in the office supplies market.
|
“The Technology Group were extremely proficient with the installation process. In my eyes the phone system just magically appeared overnight! There was minimal disruption and a seamless transition.
Everyone has commented on how the phones are intuitive and very easy to use, our employees have regained their confidence.”
- Graeme Hargreaves, Commercial and Operations Director
Everyone has commented on how the phones are intuitive and very easy to use, our employees have regained their confidence.”
- Graeme Hargreaves, Commercial and Operations Director
Our solution: highlights
Added features such as call recording and call reporting for one all inclusive price, at little to no extra cost than their previous system
|
Reliable and responsive support team were on hand for introductory training and any follow up help needed
|
Intuitive, easy to use admin platform and user friendly handsets meant the team understood how to use the system from the word go
|
Improved service for customers with better call quality and calls being answered faster in each department using call routing and pick up buttons
|
The problem
- Superstat pride themselves on good customer service and responsiveness. Their current phone system didn’t match these ideals. Customers would be hearing the call ring, before the Superstat team even knew the phone was ringing. Customer complaints increased in regards to the teams responsiveness to calls; in their view they had been waiting longer than was appreciated.
- Call reliability was poor and often dropped leaving callers and Superstat frustrated.
- The team struggled to get to grips with the system, it was difficult to navigate, despite their constant efforts with the lengthy instruction manuals.
What We Did In More Detail
Private hosted communications:
- We provided Superstat with our Private Hosted Solution coupled with top of the range Yealink handsets.
Superstat now have on screen, telephone and mobile integration to improve responsiveness and accessibility. - Senior staff members can be more flexible and are now able to work from home using their 3CX mobile app as an extension of their phone system, connecting office calls via the internet to avoid any mobile signal blackspots in rural residential areas.
“With The Technology Group we feel like a valued customer. The team are responsive and helpful, we no longer feel like a small fish in a big pond, we are made to feel like a priority. Everyone who works at TTG is competent and personable and they all genuinely care about the
products and service they offer and the success of those products within our business. It’s something that the TTG team should be very proud of as it’s very rare. Working with a like minded supplier has been a breath of fresh air.”
- Graeme Hargreaves, Commercial and Operations Director
products and service they offer and the success of those products within our business. It’s something that the TTG team should be very proud of as it’s very rare. Working with a like minded supplier has been a breath of fresh air.”
- Graeme Hargreaves, Commercial and Operations Director
EXCELLENT FEATURES FOR ONE All Inclusive MANAGED PRICE:
Automatic Call Recording
Initially this wasn’t a requirement of Superstat’s but they have found added value in the feature. They now use call recording for dispute management, helping them to take control of situations with facts, as well as a sales aid, allowing their sales agents to listen back to calls for reference avoiding information being missed.
Call Handling
Caller ID recognition helps Superstat to identify callers by their name before they even speak, providing a very personable approach to customer service. In addition, complex hunt groups recognise the callers number and quickly routes them to the associated account manager/department.
Departments are now able to pick up any phone that’s ringing within the office with a simple press of a button.
Web Based Admin Interface
Call stats are monitored in the background automatically, management now have the power to analyse each point of contact across the business to see how many calls they’re receiving and making. In both the sales and credit control departments this is particularly useful, as it helps the teams to work load plan and be as efficient as possible with their time.
Initially this wasn’t a requirement of Superstat’s but they have found added value in the feature. They now use call recording for dispute management, helping them to take control of situations with facts, as well as a sales aid, allowing their sales agents to listen back to calls for reference avoiding information being missed.
Call Handling
Caller ID recognition helps Superstat to identify callers by their name before they even speak, providing a very personable approach to customer service. In addition, complex hunt groups recognise the callers number and quickly routes them to the associated account manager/department.
Departments are now able to pick up any phone that’s ringing within the office with a simple press of a button.
Web Based Admin Interface
Call stats are monitored in the background automatically, management now have the power to analyse each point of contact across the business to see how many calls they’re receiving and making. In both the sales and credit control departments this is particularly useful, as it helps the teams to work load plan and be as efficient as possible with their time.
Contact us: Sales: 0345 450 7444 Support: 0345 450 6999 Email: info@technology-group.com
