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swcomms wins contract to provide multimedia customer service
Posted by Caroline Moore on 22/05 at 10:25 AM
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South West Communications Group has recently been awarded the contract to provide a new unified communications solution to Dorset-based Farrow & Ball to enhance its world-wide delivery of excellent customer service.

The Exeter-based telecommunications experts will install a ShoreTel Enterprise Unified Communications solution to some 200 users at Farrow & Ball’s headquarters in Wimborne, as well as at its outlets in Paris, Frankfurt and Toronto.

Already an existing customer, the luxury paint and wallpaper manufacturers and distributors turned to South West Communications Group when it decided to upgrade its telephone system to include multimedia features, as well as call and screen recording.

Clare Atkin, head of customer services at Farrow & Ball, said: “Technology is changing how customers choose to purchase and deal with organisations today and we have to be ready for that. 

“As a luxury brand, we want to build on our excellent reputation and provide an exceptional service across all geographies and channels based on how customers want to interact with us. So we sought a solution that allowed us to maintain our personal approach to customer service while utilising contact centre technology to provide seamless improvement. 

“Our aim is to provide customer choice, exceptional service and make it easier to do business with us across all of our interaction types, for example,  fax, web chat, emails, social media and voice activity.”

Sarah Flowers, sales director for South West Communications Group, said: “Having looked after Farrow & Ball’s telecommunications needs for the last 12 years, we could readily appreciate what this prestigious firm was trying to achieve. Working in partnership with ShoreTel, we were able to source the multimedia solution Farrow & Ball was searching for to support them on their customer journey.”

Farrow & Ball has also opted to switch to a SIP trunking telephone line service to reduce its ongoing lines costs.

Ms Atkin added: “It is an exciting time for us; we are making a significant investment to prepare for the future and to build a platform that drives the service you expect from a luxury brand. It demonstrates our commitment to our customers and partners. We have experienced great support from South West Communications Group and ShoreTel to ensure we will implement the best solution and ensure we maintain our service ethos.”

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Caroline Moore's avatar
Caroline Moore on 22/05/2013

Former newspaper journalist, Caroline joined the company in 2008 with no previous knowledge of the industry.

She set about stripping back all the jargon to produce plain English marketing collateral to support the sales teams. Now slightly more well-versed in the dark arts of voice, connectivity and data services, Caroline writes blogs, case studies, data sheets and social media updates to engage with potential and existing customers.

This industry is far cry from her previous working life when she worked as communications manager for Exeter Chiefs and Northampton Saints.