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13 Nov, 2015
NewVoiceMedia, a global provider of cloud technology which helps businesses sell more, serve better and grow faster, today announced that Epos Now has transformed its customer experience with its ContactWorld for Service solution. Since deployment, the UK's largest independent electronic point of sale (EPOS) supplier, has experienced growth of 350 percent and calls have increased sevenfold. Founded in 2011, Epos Now started with unstable internal systems and inadequate processes, but as the company rapidly scaled to serve 10,000 customers across 103 countries, including Disney, Land Rover and Universal Studios, they began to cause problems. It was struggling to keep track of customers and manage its new business pipeline correctly, and needed a robust customer contact platform to ensure it maintained its 98 percent customer recommendation rate and five star rating on Trust Pilot, which are both testament to its premium customer experience. Jacyn Heavens, CEO of Epos Now, explains, “We wanted our staff to be able to go to one place rather than jump between different systems. Once we deployed Salesforce, NewVoiceMedia’s cloud solution ContactWorld for Service was the answer for our customer contact platform as it integrates seamlessly with the CRM software. We now benefit from a complete record of customer activity and detailed reporting, and it’s provided us with a reliable platform that has seen our calls increase from 8,366 in its first month to 54,710 in June 2015. We would never have been able to sustain anywhere near this level of calls on our old system”. With ContactWorld, Epos Now has been able to offer its customer base a completely unique and personalised experience. It now has immediate access to a customer’s entire history of interactions from one screen and incoming calls are intelligently routed based on Salesforce data. The company is also able to prioritise calls from key customers to improve handling time and customer satisfaction. Real-time reporting, analytics and the system’s call recording functionality offer complete visibility of contact volumes, advisor performance and customer experience, enabling the company to improve processes such as workforce scheduling and the performance of individual advisors to ensure Epos Now continues to offer the best possible experience to customers. ContactWorld also meets the company’s requirements for a solution that can be customised in response to changing business needs. The technology ensures complete flexibility and scalability, enabling new functionality and consultants to be added in minutes. As the 13
th fastest-growing private tech company in the UK¹, Epos Now has tripled its number of staff in just a year, so has needed to increase its agent licenses across its sales and support teams. Furthermore, agents can log into the same system wherever they are as all they need is a phone and internet connection, meaning they can work from multiple locations as required. Heavens adds, “We’re now able to say that we’re a major disruptive force in the UK EPOS industry. We are taking on more individual businesses each month than any of our direct competitors and have moved over the last year from a painful, unreliable phone system that was slowing us down, to a cloud solution that works in the background and supports rather than hinders our growth. NewVoiceMedia and Salesforce have helped us to cut down on repeated and wasted work with vastly improved processes and systems, and our ability to report on everything allows us to keep focused on our day-to-day activities, while also making longer-term strategic changes”. Jonathan Gale, CEO, NewVoiceMedia, comments, "It’s great to see how significantly Epos Now has been able to transform its customer experience and business efficiencies with ContactWorld and Salesforce. Not only have we provided the company with a reliable and feature-rich customer contact solution, but the technology is completely flexible and scalable and will continue to support Epos Now throughout its rapid growth this year and in the future; while reducing its capital investments". For further information, download the case study at
www.newvoicemedia.com
