High Street Retailer Drives Superior Customer Service

Wednesday, 20 April 2016

Click to view full-sized picture in a new window.

High street and online retailer The Range has deployed a ShoreTel Unified Communications (UC) platform from Incom Business Systems (Incom) to enhance staff collaboration and enrich the customer service experience.

As their strategic communications platform, the ShoreTel solution supports the company’s UK and overseas expansion plans, providing a scalable, easily managed and feature-rich UC system across the entire business at a significantly reduced total cost of ownership.

The Range operates over 100 outlets nationwide and retails over 65,000 product lines across DIY, homeware, furniture, lighting and garden. The ShoreTel solution replaces their legacy PABX system, supporting almost 300 people and, ultimately, 4000 handsets across multiple locations including a multi-site contact centre. The newly consolidated communications infrastructure aids internal teamwork, allowing staff to enhance the customer experience. With a planned move to a new purpose-built headquarters for 700 staff, ShoreTel’s ease of deployment and scalability delivers immediate benefits to The Range’s IT team.

The major retailer benefits from simplified system management and intelligent routing, resulting in improved first call resolution and lower customer on-hold waiting times. Inter-office call charges have been eliminated and ShoreTel’s advanced features make communications faster and more efficient, with employees able to easily view colleague availability at all sites.

Ryan Yeoman, IT Project Manager at The Range, comments, “In Incom and ShoreTel, we have the perfect partnership that enables us to fly the customer service flag and deliver a first class service. Our customers speak to the right person first time and we are able to offer a level of service that sets us apart from the competition – a vital factor in these challenging and competitive times. We are benefiting from streamlined system management, which saves us a great deal of implementation time and resources, resulting in a reduced total cost of ownership. Best of all, we have a solid communications platform that will help us realise our future growth ambitions.”

Grant Counsell, Corporate Sales Director at Incom, comments, “Across the twenty years we have partnered with The Range, we’ve gained an in-depth understanding of the specific challenges faced by our retail customers. Their ShoreTel deployment fully leverages the power of UC to enhance communications at every stage of the customer journey. With their keen focus on delivering exceptional customer service, The Range scan now create an enhanced shopping experience that drives both customer acquisition and long-term customer loyalty.”


Contact Us

Your Name: Email Address: Telephone: Your Enquiry:

Our friendly and helpful staff are ready to take your calls, Monday - Friday, 8.30am to 5:00pm.

Call today 0800 054 2576

Recent News Articles

11/04/18 - Incom-CNS Shortlisted For Best Apprenticeship Scheme Award!
We’re delighted to announce that the Incom-CNS Group has been shortlisted as finalists in the Full Article >>
27/02/18 - Samsung Galaxy S9 - Available for Pre-Order!
Did you know as a Samsung Approved Partner, you can pre-order the new Samsung Galax ...Full Article >>
26/01/18 - Incom-CNS Sponsors Under 16’s Football Talent!
As long-standing advocates of supporting local communities, we jumped at the chance to sponsor Aspul ...Full Article >>
10/01/18 - Eliminate Patient Stress - Horizon Integrator for EMIS!
Good news for NHS and GP surgeries! As a Gamma partner, we’re delighted to announce Horizon has inte ...Full Article >>
 

Existing customers can chat to our friendly support team online to report a fault.

Available 09:00 - 17:00 Monday to Friday

Customer Support

Latest Posts - 20 Jun 2018

11 2018 04

We’re delighted to announce that the Incom-CNS Group has been shortlisted as finalists in the view more >
27 2018 02

Did you know as a Samsung Approved Partner, you can pre-order the new Samsung Galax ...view more >
26 2018 01

As long-standing advocates of supporting local communities, we jumped at the chance to sponsor Aspul ...view more >

Latest Blog

How To Assure Network and Service Quality - 08/06/18

People are more connected than ever. We call, text, email, message, tweet and view streams of data across multiple communications channels every day. For telecoms providers, this increases the importance of maintaining robust service quality.

According to research from Teleco Professionals, 75% of telecoms service providers make network quality a k
...view more >

Our Videos

> Williams F1 uses UC and mobility to extend office trackside at Grand Prix

Follow Us

Icon BlogTwitterFacebookLinkedIn

Quality

 

Testimonials

"We were impressed with how Incom looked to help us save money, improve our flexibility to manage seasonal demands and increase our efficiencies. "

Niki Waters, Premier Holidays, Cambridge


"The staff at Incom have all been professional and supportive during the transition and made the switchover as seamless as possible from a user perspective."

Horizon Nuclear Power, Gloucester

Our partners