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Serenata Flowers

“ One member of our customer service team works from abroad in a different time-zone which enables us to offer 24/7 customer service. We are very excited about what the VoIP technology promise ” Peter Ahl, Managing Director, SerenataFlowers.com

Summary

About SerenataFlowers.com

SerenataFlowers.com is an independent online retailer of flowers and gift items based in the UK. Founded in 2004, Serenata runs 3 fulfillment centres across the UK - London, Birmingham and Manchester.

The Requirement

Serenata Flowers was relocating its customer service centre to new offices and was looking for a solution that would reduce its internal communications costs. Moreover, the cost of maintaining traditional phone systems soon had the company looking at new ways to efficiently handling the calls and reducing internal communication costs. Serenata wanted to maximise value with their customers to deliver services which enhance greater profitability and improve competitive advantage. The primary features of any call management solution they were to adapt had to have call queuing, music-on-hold, remote virtual extension and voicemail functions among others.

Challenge

Initially, Serenata looked at upgrading their traditional PBX solution. However, considering the comparable feature set in a traditional solution which would require a greater capital outlay as well as higher ongoing costs, Serenata turned to Telappliant for a VoIP solution.

Although the low cost calls and the advanced feature set made available via VoIP solutions were an attractive prospect, quality and reliability were of paramount concern to Serenata Flowers.

Solution

As a market leader in the UK with proven experience in VoIP services, Serenata Flowers chose Telappliant as its solutions provider. Telappliant's technical team proposed Serenata Flowers with VoIPOffice Hosted Professional, a hosted service of Telappliant's IP PBX offering. The Hosted Professional didn't require substantial upfront investment and provided the advanced feature set that Serenata was looking for.

As a highly scalable solution, the Hosted Professional will continue to meet Serenata's growing needs.

Outcome

Telappliant was able to implement the solution in a few weeks with negligible impact on service. Next up for Serenata is to use Telappliant Services to enhance call management features such as call queuing and reporting. Serenata is also exploring the possibilities of implementing a bespoke IVR solution.

With one member of the Customer Service department based in New Zealand, Serenata wants to deploy more remote staff to enable round-the-clock customer service.

Consumer Comment

This solution has resulted in more productive staff that can use remote extensions to work from home seamlessly. One member of our customer service team works from abroad in a different time-zone which enables us to offer 24/7 customer service. We are very excited about what the VoIP technology promise. - Peter Ahl, Managing Director, SerenataFlowers.com