Credit score: Carpet Court docket
Carpet Court docket has tasked BAC Companions with overhauling its telephony system, ripping out its current Telstra system in favour of Aircall.
The carpet and flooring retailer’s legacy telephony system struggled with quite a few dropouts and connectivity points, which was affecting its capacity to help franchisees.
Carpet Court docket has a community of 205 shops throughout Australia, 170 of that are franchisees which might be supported by a group of 40 individuals.
Nonetheless, the groups struggled to run Carpet Court docket’s help centre with its current telephony system, discovering themselves having to handle points themselves.
Different issues included a $200 price to alter telephone traces or numbers when a employees member moved desks and “unresponsive” customer support from Telstra.
Carpet Court docket’s CFO, Mark Hogan, claimed he was spending 20 per cent of his time chasing Telstra’s help group in what was a “nightmare” expertise.
Following a evaluate by Melbourne-based BAC Companions, Carpet Court docket settled on the telephone cloud resolution Aircall, which has been a vendor associate of BAC for 4 years, and made the transition final 12 months.
Hogan mentioned since transitioning, the help group has not needed to cope with {hardware} or set-up, was supplied with a simplified new quantity creation course of and gained the power to make use of Aircall’s resolution from any location.
As well as, Carpet Court docket designed an interactive voice response system redirecting callers to the correct individual or division relying on the character of their problem – a course of that was beforehand dealt with by human brokers.
Aircall integrates with Salesforce, which means that when franchisees are listed in Salesforce calls, all of the details about them and their name historical past reveals, permitting the agent to personalise the interplay. It additionally acts as a listing of franchisees for the help group, with all the data simply accessible.
Aircall can be offering Carpet Court docket with information concerning the help centre’s exercise with the intention to confirm and resolve franchisees’ issues faster.
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