The Garage Door Company – Telephone System

Posted on June 1, 2018

The Customer

Garage Door Company are a Sheffield based company with 11 branches nationwide and over 50 years of experience of supplying Garage Doors throughout the UK.

The Problem

The Garage Door Company were missing up to 70 sales calls every day. Incoming calls could not be redirected and went unanswered or were put through to voicemail and therefore left to chance. This did not meet the customer service standards the company wanted and potentially meant they were losing business.

The Solution

Unify provided the Garage Door Company with a brand new phone system, inclusive of the MyCalls Management system and MPLS Network. With the system installed staff at the different branches gain breathing space for meetings, staff training and can focus on customers visiting the showroom in person as unanswered calls are now redirected to head office. The company also took the step to lose their reliance on voicemail preferring all calls to be answered in person and during opening hours, therefore improving the service to the customer.

Call recording has also been used to benefit the company with calls used in staff training to highlight good and bad examples of customer service. Recorded calls can also be used to reconfirm quoted prices or orders for stock. This helps to reduce mistakes made through human error and has proved to be a valuable tool for the company.

Why Unify?

“The customer service Unify provide is second to none and I wouldn’t hesitate to recommend them to other companies. They are speedy, efficient and provide ongoing support without objection.”

The Results

“The Garage Door Company has been able to make a number of improvements to both customer service and staff management thanks to the new system fitted by Unify. The ability to record and redirect calls has proved to be a valuable asset and we have been able to make good use of the data provided via MyCalls.” Katie Mitchell, Marketing Manager at GDC

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Garage Door Company Case Study

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