With new premises opening each month and an ever-increasing online global customer base, Joules was looking for a communications system that allowed in-depth engagement with customers. Joules wanted to offer customers more choices in how they were able to interact with the company - whether over the phone or online. The ShoreTel UC system, implemented by Lily Systems, granted Joules a fuller picture of its customer interactions, enabling administrators to tend to more inquiries, more efficiently.
“We evaluated our communications strategy holistically, looking at future growth plans and how to further enhance our customer service. ShoreTel’s UC system offered us the scalability to grow alongside the business and the necessary insight into customer engagement,” said Nick Wyld, Head of IT, Joules. “Through our multi-channel approach, customers are now able to contact us in a range of ways which suit them best at a particular moment, boosting our competitive advantage.”
“Customer service is at the heart of the Joules brand and is key to our ongoing success. By opening further communications channels, Joules has improved the chance of a sale being completed and encouraged customer loyalty,” said Tom Joule, CEO, Joules. “ShoreTel’s ease-of-use allowed our company to implement changes internally, eliminating the need for third-party services. As a result, we’ve seen 50 percent cost savings over 12 months.”
“We’re delighted to work with one of the High street’s most exciting brands,” said Tom Perry, Marketing Director EMEA, ShoreTel. “The ShoreTel UC system enables Joules to integrate all types of communication platforms to better service its customers whilst the system’s advanced scalability ensures Joules’ is not met by unforeseen costs as the business continues to grow.”