The company’s 25 employees had been finding it difficult to handle its estimated 20,000 outbound and 13,000 inbound calls each year, but wanted to maintain the first-rate customer service that clients expected. It decided to resolve this by implementing Salesforce CRM and integrating NewVoiceMedia’s ContactWorld for Service technology.
ContactWorld is an easy-to-use, true cloud solution which is providing a fast and personalised response and improved overall service and satisfaction levels, while reducing the company’s expenditure. The business now has full visibility of its entire contact centre operation through in-depth reporting, which offers the green house complete control over its customer experience.
Callers now benefit from optimised intelligent call routing, meaning that they are connected to the appropriate team member quicker than ever before. A screen pop then provides the call handler with the client’s details based on call history, IVR or CRM data, enabling them to deliver a well-informed, personalised service. The green house also benefits from call recording, which is essential for training staff on a variety of situations.
As ContactWorld for Service is based in the cloud, the company can be much more responsive, since all consultants need is a phone, computer and internet connection, enabling them to log in anywhere, at any time. This can prove particularly useful if situations such as extreme weather make it difficult for employees to make it safely to the office.
Robert Twiselton, Managing Director of the green house, comments, “ContactWorld was implemented quickly and smoothly, and we haven’t looked back since. The technology fairly distributes calls between staff, so clients don’t have to worry about being on hold or any calls going unanswered. Together with the more personalised service we are able to offer, our customer satisfaction has improved considerably”.
Jonathan Gale, CEO of NewVoiceMedia, adds, “As a rapidly expanding business, the green house wanted flexible, scalable telephony with no system barriers to hinder that growth. The business is now benefiting from true cloud contact centre solutions that enable them to deliver excellent service to clients every time they call, and on-demand expansion of services in line with growth”.
the green house is cultivating some of the most innovative and imaginative environmental services solutions to be seen anywhere. Established in 2006 from a spare room to develop sustainable alternatives to waste collections, the green house is now one of the UK’s leading environmental services companies with high profile clients including Caffè Nero, Porsche, H&M and The Body Shop.