Bosch Worcester has been working with ANT Telecom for the past 18 months to ensure that its communication solution allows them to provide the best possible customer service. Since implementing a tailored contact centre communications solution Bosch Worcester has praised ANT Telecom’s flexible and bespoke communications offering.
Communications requirements
Bosch Worcester is the market leader in domestic heating and hot water systems and part of the wider Bosch Group. The organisation was founded in 1962, employs more than 2,000 staff at its headquarters and manufacturing plants in Worcester and Clay Cross in Derbyshire, and is committed to high standards of customer care with large customer service and award-winning technical support teams, and 300 service engineers across the UK and Ireland.
Bosch Worcester employs 150 customer service and technical support staff, spread across three different departments including; technical support, internal sales and the main contact centre. Each of these employees has external communication with customers on a day-to-day basis, requiring a flexible and reliable communications solution.
Mark Bowley, business systems senior analyst at Bosch Worcester comments, “We have a contact centre that is responsible for taking calls from a broad customer base, whether that be someone who requires an engineer, someone that requires technical advice or a new customer. As such, our staff have a wide range of skill sets and technical expertise. The contact centre communications system is incredibly vital to us and to our customer service; our customers need to be able to access us in the easiest way for them possible. ”
Flexible approach
Bosch Worcester had previously experienced on going and unresolved issues when working with a large multinational communication provider and wanted to work with a company that could provide a tailored, flexible and personalised service.
18 months ago, Bosch Worcester implemented a PBX solution from ANT Telecom in its contact centre which is also integrated with the company’s CBX call centre software. Since implementation, the team at Bosch Worcester has witnessed a huge improvement in its reachability – the total number of calls answered - due to the flexibility and visualisation within the system.
Sonia Clarke, Sales Office Manager, Bosch Worcester, explains, “The ANT Telecom phone system provides us with a real-time visibility of our phone statistics. We are now able to identify when one area of the contact centre is becoming particularly busy, and dynamically reallocate our resource accordingly – simply by prioritising a certain skill set in their agent profile.”
She adds, “This flexibility within the system is key as we are also based across two locations. The ANT solution allows individuals to log onto any of the work stations and carry out their day to day work where they are most needed in the business. Previously, our contact centre phone system was very static and didn’t allow us to do this. The ANT Telecom solution allows us to react very quickly and ensure our resources are used in the best possible way for the benefit of our customers.”
Tailored solution
The service provided by ANT Telecom did not end at implementation; instead, Bosch Worcester and ANT Telecom enjoy an on-going relationship providing maintenance, support and advice. The solution provided by ANT Telecom has provided Bosch with a variety of benefits that are helping them to provide on-going excellent customer service.
Bowley comments, “ANT Telecom has aided us not only with the implementation of our contact centre communication solution but also helped improve my knowledge. ANT always has ideas and solutions as to how we can develop things and are always open to our suggestions of how to improve the solution further.”
Bowley adds, “ANT Telecom has worked with us to tailor the phone system to meet additional business needs, for example, we now have an automated reception which was added by our request.”
Clarke concludes, “Our contacts at ANT Telecom are very helpful and respond to our enquiries quickly. The team explain things in business terms and don’t try to baffle me with technology; they talk to me on a human level, we really do have a great working relationship.”
