ABOUT THOMAS SANDERSON
Thomas Sanderson is the largest manufacturer and supplier of conservatory blinds, window blinds, and shutters in Europe.
They are owned by Hunter Douglas, the world market leader in window coverings and a major manufacturer of architectural products.
They have been manufacturing blinds in the UK for over twenty years.
THE CHALLENGE
Thomas Sanderson has significantly expanded its operations and is currently operating two Contact Centres in the UK. As part of its strategy, it has partnered with interior design firms such as Multiyork and Laura Ashley to increase its portfolio of products to target a larger customer base whilst also increasing its online presence.
It was important that Smartcall offered a call recording solution that was highly scalable and easy to integrate into their existing Avaya phone system and other multiple CRM systems.
THE SOLUTION
Smartcall provided Thomas Sanderson with a 140 seat mixed Digital and VOIP call recording system with the Assessor Quality Management option. The solution had to be flexible enough to integrate with their existing phone and CRM systems.
After an initial free pilot of the solution, a full roll out followed.
Smartcall now offers ongoing maintenance and support.
THE RESULT
Successful CRM Integration – Smartcall’s call recording solution succesfully integrated with Thomas Sanderson’s multi CRM systems enabling full access to all customer data.
Accurate Quality Assessment – Smartcall’s Assessor Tool automates quality checks. Using the Assessor scoring tool, Thomas Sanderson are able to ensure that all Sales Appointments are booked correctly prior to a visit. Additional features such as call tagging, easy log on, call playback and a flexible user interface enable Quality Contact Centre staff to further increase efficiencies.
PCI DSS Compliance – An automatic pause feature enables immediate PCI DSS compliance.
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“Smartcall delivered a simple cost effective solution that integrated fully with our existing phone system. The system is fully scalable to meet the needs of our expanding business.”
[/blockquote]Terry Jurd, Support IT Manager, Thomas Sanderson
Choose Smartcall when it comes to your innovating your business’ call recording.