TSG implements Mitel 3300 phone system for Ever Direct
Ever Direct Ltd designs and imports slippers and footwear to the major supermarkets and retailers in the UK.
The business is based in Melton Mowbray in rural Leicestershire, employing around 50 members of staff to look after design, marketing, sales and operations.
They also have a team of staff in the Far East to manage the factory base and ensure the quality of the finished products prior to shipment.
In 2001 the business expanded its offerings to include a brand of luxury slippers, a sister company called Ruby & Ed. Over the last 10 years the brand has evolved and now also produces clothing and accessories that are sold in boutiques and department stores as well as on line.
“A large driving force for this project was to introduce Call Centre capabilities to the business. The knowledge and expertise of the team at TSG in this area, and their thorough understanding of our requirements, was what sealed the deal for us as a business.”
The customer objectives
Ever Direct approached TSG to help them with a complete telecoms refresh, after discovering their ageing Avaya telephone system had reached its capacity. The business needed to take steps to replace the system due to increasing costs in adding additional users to the telephone system.
Encompassing both Ever Direct phone lines and the call centre for Ruby & Ed , the current telephone system had become restrictive for the company’s requirements. An increasing volume of calls signified the real need for newer technology to facilitate improved handling and streaming of customer enquiries.
Geoff Mann, Director at Ever Direct begins, “Having had our original phone system for 13 years, over time we realised that it could no longer provide us with everything we required as a growing business. TSG already provided our Dynamics NAV software, so we were keen to invite them, along with our current provider to quote us for a new telephone system.”
Their continued growth required a reliable, scalable telephone solution that seamlessly integrated with other technologies – a future-proof solution providing efficiencies within the Contact Centre environment.
To assist staff working in remote locations, Ever Direct anticipated tailoring their telecoms infrastructure to enable easy access to both the Ever Direct and Ruby & Ed network.
The TSG Solution
After a thorough assessment of their current system, TSG recommended the Mitel 3300 phone system to Ever Direct.
Mitel 3300 is an ideal fit for the business, providing significant functionality improvements and scope for additional features to be bolted on to the infrastructure as required.
Geoff continues, “A large driving force for this project was to introduce Call Centre capabilities to the business. The knowledge and expertise of the team at TSG in this area, and their thorough understanding of our requirements, was what sealed the deal for us as a business.”
TSG telecoms specialists installed standard Mitel handsets across the business with the exception of two Contact Centre Team Leaders who were provided with more advanced Mitel 5330e handsets, thus improving their targeted customer handling experience.
The facilitation of call monitoring through the Mitel Contact Centre application was also deployed to simplify internal call routing and help staff identify where calls are directed from. Mitel’s Contact Centre solutions will also provide Ever Direct with extensive custom reporting which will help them a great deal in terms of categorising inbound calls from their sister company Ruby & Ed, and assist with strategic planning for busy shopping period’s such as Christmas.
Taking on board the manufacturing company’s mission to connect remote workers to the main infrastructure, the telecoms solution deployed by TSG allows Ever Direct to adopt a truly IP based telephone system, giving staff seamless access through Cat5 cable connections. In addition to this, TSG included the UCC Standard Client package to incorporate ‘Softphone’ software – allowing staff travelling overseas on business the ability to take their extension line anywhere in the world - connecting to the telephone system via laptop anytime, anywhere, and controlled securely through Mitel Border Gateway.
For powering the IP telephones, TSG installed an HP ProCurve 2620 Power Other Ethernet enabled switch; providing the business with 48 ports to allow for growth and additional IT equipment.
The benefits to Ever Direct
Since the deployment of the telecoms system, Ever Direct and Ruby & Ed can easily manage and report on their daily customer interaction, enabling them to provide the right level of staff for the volume of calls they receive throughout their busy periods.
“The new telephone system has been a great success already in the business, from the voicemail through to the reporting aspect; we all use it much more heavily than we ever could have done on our old system.”
Geoff continues, “Because it’s an IP system, it also means that we’ve benefitted from having one contact centre rather than two – so we can operate our computers and our telephone system through one central point.”
The new structure incorporates a full IP based system that is scalable, the ideal telecoms solution for a growing business like Ever Direct. The business also has the option to deploy this solution to their warehouse operation to streamline their processes and reduce cost outlay for overseas calling.
“The level of service we received from the technical team who deployed the solution was second to none. I’d happily recommend TSG and its telecoms solutions.”