Avandda fill Cartridge World with enthusiasm
When Avandda, the Warrington based telephone system specialist, first approached Cartridge World in Sale about a new telephone system, the manager there was not convinced whether it would make a difference to his business.
Two months later and Brad McBride says it has transformed his business completely.
As one of the busiest Cartridge World franchises in the North West, the company had relied on a single inbound phone passed around the office with a lot of sprinting around between ink room, store room and office upstairs. All of which meant calls being missed and customers in the shop being put 'on hold' too.
Avandda took a close look at the operation and assessed the optimum system for their needs. They understood that it was important to distinguish inbound order calls from after sales and accounts enquiries. They also learnt that as a high percentage of sales leads came from a variety of marketing initiatives it would be interesting to be able to monitor this inbound activity.
The company installed a five extension system, putting phones in each of the core work and storage areas and allowing easy transfer of calls between these with the facility for anyone to pick up the inbound calls when the shop was busy. This was supplemented by additional cordless phones to allow flexibility and movement between areas when required.
Fundamental to the success however was Avandda's recommendation to employ 22 dedicated lines with separate numbers on each. This has enabled the company to have lines that are linked to specific marketing campaigns, direct lines for their largest customers, together with lines for after sales tech support and accounts. In this way, calls can be identified by caller ID display before they are answered and can be prioritised accordingly. This ensures that a large order from a regular customer is dealt with before an invoice query.
Each liner also has a dedicated voice mail override which ensures that no call is ever lost and when the shop is particularly busy, non urgent inbound calls can initially be allowed to go to voice mail and are dealt with when the pressure in the shop subsides.
Brad McBride says the difference in their business was instantaneous; 'From the moment the system was installed, we suddenly felt in control, rather than constantly being at the mercy of the phone. Sales are on the up because we are no longer losing calls and we are also able to fine tune our marketing efforts, because we know exactly where our business is coming from. I really can't imagine how we ever managed before. Avandda have been fantastic throughout, their advice was invaluable and the installation only took a day and was completed with no disruption'
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