Furniture supplier Cookes has seen its customer service function leap forward, thanks to a new unified communications (UC) system from Intercity Technology.
Cookes Furniture manages two retail stores in Birmingham and Dorset, as well as a self-storage site and a large warehouse and distribution centre. Telecoms and IT specialist Intercity Technology has delivered an on-premise IP-based UC system, which has drastically enhanced call handling and management from day one. By converting the ISDN interface to SIP with the new system, line rental rates and call spend have also been reduced, driving cost savings from the outset. It had previously operated without call reporting in place, and with a slow and costly support system.
The new solution is coupled with a comprehensive support and staff training package, helping Cookes to make the most of its new telephony. The company is now able to provide a hugely improved experience for customers calling the business.
Will Kennedy, Sales Director at Intercity said: “We’d already worked with Cookes on its enterprise mobility plan, and were able to identify further value in upgrading to a fit-for-purpose UC solution. Customer communications are everything in a business that not only sells products directly, but also provides ongoing services, so we knew the impact we could deliver by shifting its customer service up a gear.”
Chris Draper, digital executive manager at Cookes Furniture said: “Our line rental has reduced by half, resulting in very impressive cost savings, plus the enhanced speed of the communication has unquantifiable value from a customer experience perspective. We can easily contact the Intercity team at any time and the support team who are friendly, knowledgeable and quick to resolve problems; making life easier for us.”
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