Discount Building Supplies Ltd - Case Study
As an e-commerce based sales channel, that sells goods UK and Worldwide, DBS needed non geographic phone numbers to route to different locations depending on which department callers wanted to connect to.
The business had a few home workers on their sales team and a sales team in-house, accounts, customer services, technical support and general enquiries.
The challenge was impossible for a traditional phone system, we set up an "auto attendant" service for inbound call traffic, which started with a greeting message for callers, followed by:
Press 1 for sales
This made 7 phones ring all at once, 2 remotely on home phones, the remote workers heard a whisper alert when they answered the phones ("sales call") before connecting the call, the other 5 phones were in the sales office in Liverpool
Press 2 for customer services
This connected the call to one of 3 phones in Warrington, in a "round robin" so customer service staff got equal call volume throughout the day
Press 3 for technical support
The calls were connected to a technical support desk in Swindon
Press 4 for Accounts
This took callers to the Accounts office in Liverpool
Press 5 for all other enquiries
Sending the call to administration
The whole process is seamless, scalable and very easy for them to manage resource and call flow
They also took a fax2email service, that emailed inbound faxes and purchase orders to accounts and administration simultaneously
Discount Building Supplies Ltd
The business had a few home workers on their sales team and a sales team in-house, accounts, customer services, technical support and general enquiries.
The challenge was impossible for a traditional phone system, we set up an "auto attendant" service for inbound call traffic, which started with a greeting message for callers, followed by:
Press 1 for sales
This made 7 phones ring all at once, 2 remotely on home phones, the remote workers heard a whisper alert when they answered the phones ("sales call") before connecting the call, the other 5 phones were in the sales office in Liverpool
Press 2 for customer services
This connected the call to one of 3 phones in Warrington, in a "round robin" so customer service staff got equal call volume throughout the day
Press 3 for technical support
The calls were connected to a technical support desk in Swindon
Press 4 for Accounts
This took callers to the Accounts office in Liverpool
Press 5 for all other enquiries
Sending the call to administration
The whole process is seamless, scalable and very easy for them to manage resource and call flow
They also took a fax2email service, that emailed inbound faxes and purchase orders to accounts and administration simultaneously
Discount Building Supplies Ltd