COMPANY > CASE HISTORIES
How Gardners Books Noted Significant Improvements to Business Process and Call Handling
When you are stocking in excess of 300,000 titles from a range of more than 2,000 publishers and operating at a stock availability of over 95%, you need to make sure orders are accurate and managed correctly. Additionally, the resilience of any telephony system is paramount for a high profile customer service operation.
The Challenge
Gardners was looking for ways to further improve its customer service with an upgrade to its current telephony systems.
Gardners Books turned to Cavendish Communications - a leading Inter-Tel reseller for the right solution. Gardners Books chose the Inter-Tel Axxess platform which could deliver the functionality and flexibility they required from telephony. Gardners Books received detailed training on the new system throughout the company and received 24/7 support from Cavendish Communications.
The Solution
The new system has enabled complete call management and reporting to better track calls made inbound and outbound. Detailed reporting tools deliver real-time statistics to desktop wallboards around the call centre. Also, all the desktop phones have a display which will deliver incoming caller line identification.
Results
Since the implementation of a new telecoms system, Gardners Books has noted significant improvements in both business processes and call handling efficiency.
How Rix & Kay Saw Major Improvements to Both Internal and External Communications
When your business has enjoyed significant growth but not a communications strategy to run with it, you could find yourself with multiple telephony systems across different sites.
The Challenge
The various telephone systems that had been installed throughout the offices of Rix and Kay over the years had been expanded (some to the limit) and there were concerns that the systems would not cater for the firm's future development plans. The initial requirement was for the firm to link its sites together and effectively become one large office.
The Solution
An Inter-Tel Axxess System, together with an IP3200N Gateway and executive display keysets, was installed at each site, with a Windows Operator Console, an NT Voicemail system, being the additional equipment installed at head Office. A phased installation was undertaken working closely with the firms IT department, with the branch office systems installed first, and then Head office.
"Since implementing the Inter-Tel Solution, we have seen significant
improvements in business processes. The flexibility of the system has contributed
to the major improvements in our internal and external business communications."
John Kay, Senior Partner, Rix and Kay.
Stamco Timber - A Voice Over IP Solution
This case study details how a company dealing with large volumes of orders and a large distribution centre revitalised its internal communication and improved business processes all round by implementing the latest in telephony technology including Voice Over Internet Protocol.
Stamco is the Sussex Turnery and Moulding Company, founded in 1957 as a supplier of other merchants' mouldings. A steady growth in business led to the introduction of manufacturing on own premises. The installation of a fully automated Weinig moulding line enabled the company to develop new lines as demand dictated, and substantially improve 'business practices'.
Continued success and growth over the years, led to Stamco continually pioneer new products and add to its product range to fit the demand of its loyal customer base.
The Challenge
Stamco's requirements were to link its Head Office with a new £2.5 million purpose built Production Mill and Distribution Centre, utilising an existing Kilostream Data link. Not only did the company want IP keysets and voicemail working at the distribution site, they also required a cordless telephony solution to ensure that key workers could be contacted anywhere on site.
Why Inter-Tel?
Stamco recognised the need to implement new technologies to increase its efficiency and reduce costs. One of Inter-Tel's Principal Resellers proposed the manufacturers award-winning Axxess communications platform because of its ability to seamlessly integrated products including Voice Over IP, DECT and voicemail. By implementing an Axxess solution Stamco was able to adopt a new system which not only catered for its current requirement but offered the flexibility for future growth.
The Solution
Stamco installed the Axxess platform integrating a new voicemail system and the added functionality of IP telephony. This enabled Stamco to utilise its existing Kilostream Data Link and deploy IP Keysets and a DECT System at its Distribution Site. This allowed Stamco to communicate seamlessly and cost effectively.
The Results
Since implementing the Inter-Tel solution Stamco has noticed how flexible the system truly is and openly acknowledges that it has added significant business benefits in terms of internal communications and overall business benefits.
"During the tendering process we immediately saw that Inter-Tel solution could work for us. We have been impressed by the quality of voice over the internet the Inter-Tel technology delivers, as well as being impressed by the quality of service provided by both the manufacturer and reseller."
Roy Penfold, IT Manager, Stamco Timber.
"Cavendish helped us install a new telephone system which has been very effective in improving the efficiency of our business processes. After a partnership of 4 years, we look forward to carrying on this successful association in the future, particularly as they seek to expand the services that they offer."
Nick Redman
Rix & Kay