Case Study - Connect
Connect Distribution Services Ltd
(A Call Centre Solution)
A system that does what you want to
do without being over complicated.
Martin Depper Sales Director Connect Distribution Services Ltd
Opening Statement
We needed a future proof communications solution that could offer us stability and
reliability but grow with the business in size and functionality at the pace we predicted.
This case study describes how Connect set about implementing a major upgrade to
their communications systems.
Customer Background
Connect Distribution is a distributor of domestic appliance consumables, accessories
and spares to multiple business channels, as well as providing web solutions for major
customers. Its call centre handles over 5000 calls a day ranging from account / non
account orders to domestic appliance repair job booking and sub contracting, processing
over 7000 orders a day and working with most high street companies. If you have
recently purchased a domestic appliance part or consumable then it is most likely to
have involved Connect in some way.
The Business Challenge
Connect distribution has been trading and expanding for 40 successful years. It was time
to move to new larger offices with not only the immediate needs of the business in mind
but also the room for future growth in a healthy business plan. It is a strategy that was
adopted for not only the premises but many other parts of the business. To find a system
that blends the reliability of tried and tested digital solutions with modern day latest
technology such as Voice over IP would be a task in its self but one of the main
objectives of Connect. After acquiring a new office building it was clear our old system
needed to be upgraded or changed. After reviewing many different solutions we believed
the Mitel system gave us the capability to achieve all
our business communication objectives.
Why Maximum
We choose Maximum, as the resellers and installer due the fact of their unique way they
dealt with their customers, they understand business and people. After allowing
Maximum to look after our previous system for many years we found the service to be
second to none. The expertise and understanding that Maximum delivered set new
standards and demonstrated a relationship level Connect wish to have with all their
suppliers.
The Solution
The Mitel Axxess System gave power to the heart of the business. A fully feature Call
centre solution with Automatic call distribution and capabilities to handle calls effectively
and efficiently. The management was also crucial and both real time and historical
reports were needed at many levels. Business continuity had to be designed into the
solution to guarantee a level of service to the customer of Connect. With back-up both
on and off site the system has great resiliency by design.
Results
Maximum has enabled us to restructure our telecommunications platform and drive
efficiencies throughout our new contact centre. Reporting on such a solution was a must
and the industry leading Callview suite of products gave visibility to not only
management but clients too. Connect are now proud of their call statistics and answer
times and hold their heads high in customer service to their clients. Since moving to their
new offices they have won three new contracts which all included call centre work and all
required the demonstration of a fully functional system which can handle the call traffic.
That’s why your organisation should
choose Maximum Group.