High Street Retailer Drives Superior Customer Service

Wednesday, 20 April 2016

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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.”


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