A Harborough based telecoms company has helped one of the town’s largest companies improve its channels for customer communication. Lily Systems has been working with Joules on a major project to overhaul its new Corby based customer contact centre. The company, which specialises in voice and data solutions, has been working closely alongside Joules for the last 12 months, planning the new systems and latterly for the last 3 months, on system integration. The project was completed in June by working in parallel with existing systems to ensure a seamless transition.
Investing in the new system means that Joules can now offer a complete multimedia centre to further enhance customer service. The solution will allow customer service agents to be contacted by email, chat or voicemail during its opening hours of 8am to 10pm. “Customer service is very important to us so we are delighted to be able to consolidate all customer communication through a unified platform,” explains Steve Stroud, Head of Customer Services at Joules. “This improved access means that our customers can now choose how to contact us, and will experience the same prompt professional service regardless of whether it’s day or night.” The new system is equipped with the ability to be further upgraded and expanded, and already allows agents from different departments and locations to be integrated when required.
“Despite the large scale of the project, not a single call was missed during the transfer, and understandably the client was very pleased with this result,” comments Jackie Wileman, Lily Systems’ Technical Director. Based in Fernie Road, Lily Systems have been working with Joules since the clothing company moved into their Head Offices at The Point in Harborough in 2007.
Lily Systems, which was set up by local businessman James Bowes, offers a range of communications services to businesses covering telephony, video conferencing and voice and data networks, including satellite communications systems to allow flexible and cost-effective deployments.
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