Shipley Blinds & Curtains Ltd are based in Ilkestone, East Midlands in the UK have been installing bespoke furnishings across Derbyshire, Nottinghamshire and Leicestershire for over 20 years. All work is ‘made to measure’ for each customer’s individual needs. As well as houses, Shipley blinds supply for schools, hospitals, offices, mobile homes and even house boats. Visit www.shipleyblinds.com for further details.
The pandemic lockdown presented Shipley Blinds with an enviable challenge of high business levels as the demand for home improvements soared. This meant their team of six were receiving more calls than ever, and often from six different locations at one time. Their existing phone system couldn’t cope with the new high levels of call traffic and a team working from multiple locations including the showroom, home offices and customer visits. Call routing and lack of communication mobility meant customer services levels were under too much pressure. Director Ann Marie Dalton says, “It was manic, my phone never stopped ringing, and we had to find something more flexible".
- Previous phone system approaching ISDN switch off
- Increasingly disparate team made fluent communications between team and clients impossible
- Heavy telephony usage created high running costs
- UNIVERGE BLUE CONNECT (UCaaS)
- Lower communication costs – over 25% saving over 5 years compared to previous system
- Extra Mobility – UNIVERGE BLUE Mobile Client made communications easy regardless of location
- Flexibility - improved team efficiency and customer experience
UNIVERGE BLUE has made all our operations easier. Our whole team is more contactable and responsive from wherever they’re working
Ann Marie Dalton,
Director of Shipley Blinds
UNIVERGE BLUE CONNECT cloud-based phone system (UCaaS) was deployed including over 100 calling features, Team Chat and SMS. NEC business phones were installed in the showroom, remote workers used the Mobile App and homeworkers the Desktop App.
Other features have proved an essential part of their business operations. “Group Chat is more efficient for us than email as it gives the team full visibility of the latest customer enquiries and who’s dealt with them. We don’t duplicate efforts or waste time. It’s highly recommended!”
Communications within the team were transformed with improved call flow and easier access to mobile staff. Their customer experience also enhanced with a prompter, more professional service. Ann Marie explains, “Now, most of our customers’ enquiries can be dealt more quickly, with easy call transfers to the right person first time. As a result, we have less call backs and voicemails to deal with.”