Ronseal’s aim to exceed the needs of its customers relies significantly on having the right communications infrastructure in place to deal with enquiries and feedback. After a successful partnership with telecoms company Unify Business Solutions, Ronseal is even better placed to deliver the high quality service its UK customers expect to receive.

THE CHALLENGE

Ronseal experienced a significant increase in the flow of calls within its UK headquarters and, as a company dedicated to providing excellent customer service, Ronseal recognised the need to upgrade its telecommunications system.

A more advanced and fully integrated system to better meet their growing business demands, would enable this high profile brand to manage communications in a timely, efficient and cost-effective manner. It would allow Ronseal to maximise technical and customer service efficiency across the business and measure performance through detailed reports.

Unify Business Solutions began working with Ronseal in January 2011 to offer them a superbly designed and innovative telephone system.

THE SOLUTION

Through close and regular consultation, Unify were confident they could provide a solution that would surpass Ronseal’s expectations.

Project managing the entire installation process, Unify dealt with every aspect of the project to implement a smooth and efficient transition to the new system.

This included:

• Planning
• Site surveys
• Working with existing providers to ensure smooth transition
• Meeting strict guidelines and specifications
• Delivering to specified costs and timescales

Their in-depth knowledge and expertise allowed them to identify additional solutions that would deliver significant cost savings and improve performance.

Unify recommended the installation of the NEC SV8100 telephone system to support up to 250 users -  220 digital terminals and 30 analogue terminals. This system could provide additional capacity for the company’s growing usage and would allow for a second site to be added in 2012.

Keeping disruption to a minimum and avoiding any impact on Ronseal’s working week, meant the installation of the telephone system would take place over a period of one weekend. Strict requirements specified the system had to be installed and up and running for Monday morning, with Ronseal staff in a position to use the system at 9 am prompt.

Careful planning and attention to detail before the installation took place was essential and Unify trialled equipment on site to test the proposed solution in advance of any changes taking place.

The experienced team at Unify anticipated there could be unexpected challenges during the installation, so made resolving these issues a top priority. This planning and foresight ensured that the project was delivered and the strict deadlines were achieved.

Unify also provided full training to Ronseal staff, enabling key employees to use the telephone system to its full potential from the very first day.

THE OUTCOME

The installation of the new telephone system has been a resounding success and is a valuable resource for the company.

The system has drastically improved the flow of calls into the technical support and customer service departments, immediately achieving faster answer times for callers.

Ronseal makes full use of the accurate reports to make business critical decisions. The new system means Ronseal can monitor calls, measure call volume, timings and the nature of customer enquiries. They can consider missed and outbound calls, the department that took the calls and the reaction times. This wealth of information has positively influenced a range of business areas, most notably enabling Ronseal to employ the right level of staff at all times.

Integrating the Head Office telephone system with company mobile phones has also been a huge success, improving communication with remote staff and reducing mobile phone costs.

GOING FORWARD

Ronseal’s decision to continue working with Unify after the install is a direct reflection of the hard work and excellent level of service the company delivered.

Regular contact is maintained and Unify’s account manager visits to discuss developments and monitor progress. Highlighting potential improvements to the operation of the telephone system, and making Ronseal aware of developments in the telecoms sector, has allowed them to make further cost savings on line rental and call packages.

Unify has also developed a bespoke marketing application for Ronseal. The innovative application enables SMS text to be redirected to Twitter allowing information to be communicated quickly. Staff can text in details about business wins, customer feedback and it can also be used as a tool for registering the success of live events, for example AGM’s

Further support to deliver a planned integration of a second site will take place later this year to install IP handsets across Ronseal’s private WAN.

QUOTE FROM RONSEAL

"It has been a pleasure working with Unify on the telephone switchboard replacement project and the subsequent development work. The team has always been extremely helpful with new ideas and respond to any request in an effective and speedy manner."

Richard Coulston, IT Systems Administrator at Ronseal Ltd

Summary

• Unify constantly reviews the telephone system to support the needs of the 250 strong team
• Cost savings and efficiencies across the business have been achieved
• Ongoing support and customer service delivered to the highest standard

Ronseal LTD, Thorncliffe Park, Chapletown, Sheffield, S35 2YP - www.ronseal.co.uk