As one of the largest gift catalogue companies in the UK, our client required a solution that would help them streamline and deal with their calls more quickly and efficiently. For several years they had been using an outdated, hard to code solution that offered no redundancy or intelligent menus.
Mail order catalogues have existed for centuries, with a large number of companies completely relying on this kind of selling process. Until a few decades ago, customers used to place their orders via post mail. Now, with new means of communication and the rise of e-commerce, the ordering process has significantly changed, catalogues are often digital, and customers can order over the phone or online.
Mail catalogue companies have had to make a rapid and efficient transition to stay up to date with the new trends and keep up with customers’ orders on different channels. That’s why C3 was chosen by a famous gift catalogue company to help them undertake telecommunication and payment changes to provide a more satisfying experience to their customers.
The Wish List
Like any other mail order business, our client strives to meet modern standards and receives the great majority of its orders online or on the phone. In order to provide an easy and pleasant customer experience, our client needed a reliable IVR solution. Their existing solution had numerous issues, as it frequently failed, was unreliable and very expensive to modify if they wanted to add extensions or integrations to improve their service. The company urgently needed a replacement for their defective and old-fashioned IVR system, as it is a vital tool for their whole business. To help them streamline and deal with their calls more quickly and efficiently, we decided to provide them with a personalised IVR and automated payment solutions.
Our client needed an urgent replacement. We were aware how time-sensitive this order was, and we created a prototype IVR in advance, replicating the fundamental operation of their already existing system in order to demonstrate how quick, easy, flexible and customisable our solutions can be. We worked closely with this client to establish a full list of requirements and tailored our software to their specific needs. We added a PCI DSS Compliant system to our IVR solution for the client to easily and securely handle their customer’s payments.
We accommodated last-minute change requests and were still able to deliver a fully documented solution for user acceptance testing on time. Because their IVR system is ‘mission critical’, we monitored the go-live carefully. We slowly transferred their traffic from their old system to the new, to avoid disruption for them and their customers. As the transition needed to be as smooth and painless as possible, the interface of our solution was made intuitive and easy to use and understand, in order for their employees to quickly grasp it.
For our client to be able to keep all their customer data, the solution was directly integrated into their back-office systems, so they could automatically retrieve and access their customers’ account information. Thanks to the different extensions we have integrated to the new IVR solution, our client can now capture very specific statistics about the route callers take through the IVR.
Since going live, the platform has processed more than 450,000 calls and more than £25,000,000 of automated PCI compliant payments. The new IVR solution has enabled our client to take calls and therefore quicker than ever, increasing the performance of their employees, the overall number of orders and reducing the waiting time for their customers.
Shortly afterwards, our client decided to purchase a second C3 solution as a direct result of the success and performance of the first.
Our IVR system was chosen and implemented by many other companies such as Sundial Telecom and Manx Telecom. At C3, we are aware that every organisation is different, that’s why we can tailor our software to your individual needs. If you have a project in mind, contact us, we will be happy to help you.Enquire Now