Laithwaite’s Wine, the UKs leading direct to consumer wine merchant has made a multi-million-pound investment in a new cloud-based Contact Centre and Unified Communications platform. The solution is being designed, implemented and managed by Onecom, the UK’s leading cloud-based business communications provider.
Laithwaite’s Wine is a family-owned wine specialist with over 50 years of experience combining tailored service with wines of quality and character. Customers can choose from over 2,000 wines from 25 countries, ranging from £3.99 a bottle all the way up to £1,500, and the levels of customer service are independently rated as outstanding and the best in the wine sector.
Similar to many UK customer service organisations, Laithwaite’s has seen a change in the way their customers want to engage; moving from what was traditionally phone based interactions to multi-channel including email and web communication. To ensure that they continued to deliver consistently high levels of customer satisfaction across all communication types they chose Onecom to help design and deliver a new Cloud Omni Channel Contact Centre solution that would underpin their digital customer experience strategy.
“Whilst as a business we are recognised for great service, we are always looking to improve. Digital technology, the web and smart mobile devices means the way we engage with our customers is increasingly changing. Through the tender process we were looking for a partner that could not only provide us with a best in class contact centre solution, but also had the experience and capabilities to help us implement our digital customer contact strategy. In Onecom, we found that partner.”
Martyn Oakley | Laithwaite’s Operations Director
The Contact Centre and Unified Communication solution will be built on Mitel’s cloud-based platform and is incorporated into Onecom’s market leading Cloud Managed Service Platform (CMSP). The Contact Centre incorporates workforce management, voice recording, quality monitoring, screen recording and a sophisticated IVR platform. The system is located over dual data centres, delivered via a private cloud, making it highly resilient, secure and scalable. Through Onecom's OneCloud CMSP, Laithwaites are able to consume the customer interaction tools they need based on a user profile basis, removing duplication, complexity and cost, whilst also ensuring that they can scale and flex to in line with their peak periods.
“We are delighted to have been selected by Laithwaite’s for such an important project and once again this demonstrates our leadership in helping organisations improve the performance of their customer service operations through the delivery of cloud based contact centre and communication services. Laithwaite’s set the standard for customer excellence and we are proud to be chosen to help them improve this further.
Choosing a long term partner to help us transform our contact strategy was an extremely important decision for us. The tender process included some of the largest communication providers in the UK, however Onecom’s approach was very different to the others and they gave us confidence from the start. We now look forward to working with Onecom to deliver the expected benefits to our business and our customers.”
Martin Flick | Chief Executive