“By redesigning our account handling departments into four separate call groups, we immediately noticed a difference in the customer service that we were able to give to our clients. Since then we have gone from strength to strength, expanding our customer teams as much as 70% in one year, and with Telefonix maintaining the system for us, the system is completely hassle free.” Neil Cleere, MD of The Pen Warehouse
Technology Making Money
The Pen Warehouse utilizes the Avaya IP Office platform to allow for a more efficient workflow within their daily operations. One benefit is that the system routes incoming customer calls to their designated account handlers automatically, along with the account details presented on their operator's screen at the same time. For new customers or those held in a queue, the system imparts marketing information which can be changed easily to maintain up to date data.
The most important feature for The Pen Warehouse was the ability to record all calls and customer exchanges with secure and complete logs of all transactions. These and many other features work together to create a telephony infrastructure that provides a solid foundation for The Pen Warehouse to expand on in the future.
“We quickly realised that the Avaya IP Office system allowed us to make technology our servant, rather than our master, and by customising the system to suit our business, technology makes us money, rather than costing the earth.” Neil Cleere, MD of The Pen Warehouse
About Telefonix Voice & Data
“Our business is about providing customers with relevant and cost effective technology solutions that work hard for them rather than the other way round. Everydayloans is a great example of how we can help rapidly growing or changing businesses that don’t want to focus on technology, but need it to be successful, affordable and scaleable.” Mike Kirby, Managing Director of Telefonix Voice & Data