Supporting growth & enhanced CX with an agile technology foundation.
Supporting the outcomes of a growing business.
Oak Furniture Land was experiencing rapid growth and had built up over 40 offices over the UK when we first met them. This sudden expansion had caused them to outgrow their current phone system, which raised concerns that this would soon compromise their customer service.
A hosted solution allowed them to meet capacity needs and scale in line with their business demand. Reporting and analytics enabled them to understand the volume and type of calls they were receiving, and gave them the ability to identify patterns in call traffic.
Oak Furniture Land is a privately-owned British Furniture retailer, specialising in fully assembled hardwood furniture. The company has 99 stores across the UK, and is headquartered in Swindon.
Finding the right solution
Oak Furniture Land was experiencing rapid growth when we first met them. Due to this rapid expansion, they needed a telephony solution that was going to support them during thus growth – one that wasn’t going to compromise customer service.
A cloud based telephony solution was perfect for Oak Furniture Land. It could meet their capacity needs on a day to day basis with the knowledge that it could easily scale in line with their business.
The ability to report on analytics provided Oak Furniture Land the insight that was needed to truly understand the demands of the business. It enabled them to understand the volume and types of calls they were receiving, and more importantly, gave them the ability to identify patterns in call traffic across days, weeks and months.
Ease of growth
By listening closely to their pain points in customer service, we understood that Oak Furniture Land needed a solution that would give them the agility to support their ambitious growth plans, but also one that enhanced their customer service ethos. The new telephone system we recommended will not just make it possible to grow at a fast pace, but actually make it incredibly easy to grow, whether that be a new employee or a new store.
“By focusing on what was important to use as a business, Babble have not just delivered a new phone system, but have added a significant value to our business. The insight into customer interactions we now have is incredibly valuable. It is no longer about reacting to customer demands; it is about predicting when they will call and being ready to deliver great customer service.”