Welcome to our mini-series, where we hand over to an Onecom customer to tell their story of ‘business as unusual’ during the on-going pandemic. We will hear how they adapted operational and customer service models during lockdown, whilst continuing to deliver simply brilliant customer experiences.
Our first success story comes from long-standing Onecom customer, Laithwaite’s Wine, part of the Direct Wines group.
Laithwaite’s Wine consume an omni-channel unified cloud contact centre from Mitel, powered by Onecom’s Cloud Managed Service Platform which allows for integration of existing infrastructure and scalability of service. It was this cloud-first solution which allowed Laithwaite’s to quickly adopt a home worker strategy when the government mandated lockdown came into full force.
Laithwaite's Wine were recently recognised as one of the top performing businesses, despite lockdown with the BBC reporting a "300% rise in new customers year-on-year in March and April."
Over to Andy Harris, Head of Customer Service at Laithwaite's Wine.
“We were pleased to report that within hours of lockdown coming into effect, our entire Call Centre and Outbound Operations teams were successfully working from home, and we quickly introduced new safe working and social distancing policies within our warehouse. This has allowed Laithwaite’s Wine to continue to trade successfully and safely, with no disruption to customers.
We have seen unprecedented levels of sales this time of year, only usually seen during peak trading season, alongside a record number of visitors to our website. The scalability of our service with Onecom has come into its own with the ability to flex up to meet demand, ready to flex back down if demand decreases.
With that has come a significant rise in the number of inbound customer enquiries, and it was critical for us that agents were readily available to answer customer questions without delay. Our omni-channel Unified Cloud desktop and telephony system covers calls, chat, and email; integrating seamlessly with our CRM and allowing advisers to speed up interactions, resulting in faster resolution and more calls answered per minute.
Our Net Promotor Score has leapt from an already high score of 50+ to over 70 and customer satisfaction scores have also soared.
Onecom have been on hand to ensure we can continue ‘business as unusual’ and their hands-on support has shown what is means to have a true technology partnership during challenging times. Laithwaite’s Wine stands in solidarity with our industry peers in the hope that a sense of normality will resume.
We have undertaken a huge technology transformation in the last 12 months and will continue our programme of innovation well into 2021. Our scalable, agile, and robust service with Onecom will allow for adaptivity along the way for any future challenge we may face, pandemic or otherwise.”
To understand how Onecom could help your business deliver simply brilliant customer experiences, improve Net Promotor Scores and provide operational agility, chat to us today. We're proud to be supporting businesses throughout the pandemic with several free of charge remote working tools, as well as working on long-term future success roadmaps in preparation for a new way of working.