CASE STUDY – E-CIGARETTE DIRECT
CALL MANAGEMENT SOFTWARE ENSURES NO MISSED BUSINESS
Launched in 2008, E-Cigarette Direct has built a reputation as a leading online retailer. The company offers the latest industry products, managing orders through its website. As a large business, it was important to have effective communication between its additional sites, suppliers and customers.
- E-cigarette had no telephone system in place for its two sites and just four phone lines with individual handsets. To work more efficiently, one telephone system was needed – connecting all sites – as well as providing additional handsets. This would enable site-to-site calls, streamlined communications and lower costs.
- Costs were high due to unnecessary equipment, separate telephone numbers per line, and site-to-site calls. In addition, there was no call management in place.
- Communication is key to the business. Enquires are dealt with daily, relationships with existing suppliers need to be maintained, and new business acquired. Therefore, its telephone system must be efficient and fit-for-purpose.
- The online retailer also lacked reliable support and assurance that its telecom services were being properly maintained.
CENTRAL PHONE SYSTEM
All sites connected with one phone system. No extra charges for site-to-site calls.
A private internet connection reserved solely for one premise.
MUSIC ON HOLD
Assures customers their call is still connected and in the queue. It’s also an opportunity to advertise other products.
The DataKom team is always on hand for any queries.
Award-winning call management tool. Delivers call reports which give insight the number of answered and missed calls and much more.
The business has seen improved efficiency with increased phone line availability.
Combined lines, calls and broadband under one supplier and one bill.
Local manager oversees the companies account and conducts monthly reviews.