Customer Overview

Formed in the 1990 when two family businesses: Clare Hardware, Ennis merged with G O’Doherty Ltd, Kilrush. Between both branches, Shannonside employs almost 60 people. Long-time members of the Home Value buying group and therefore have direct access to suppliers and manufacturers, both in Ireland and abroad thus ensuring the most competitive prices around.

The hands-on team have extensive knowledge enabling them to best support their customer requirements. Shannonside Home Value Ennis are consistently busy, processing orders or on the shop floor making sure every customer has access to what they need.

Due to these busy demands, answering all inbound calls can be very difficult at times, and this impacts on the level of service. A solution that enables Shannonside Home Value Ennis to manage all inbound calls as needed.

Solution

The concern around missing customer calls and managing heavy call volumes, Shannonside Home Value Ennis saw the need for a solution that would enable a higher level of customer care.

Calls needed to be answered and managed effectively so each customer received the assistance they needed in an efficient and effective manner, and Call Pal call overflow was the best solution to enable this.

Improvements Experienced

• Improved customer support and management performance
• Efficient time management enhancing the caller’s experience
• Friendly, informative professional service adding value to the Home Value brand
• Accurate message taking
• Increased reliability as expected by callers contacting the business

The Set-Up

The set-up process is very straight forward, simple, and personalised exactly to the needs of the client. The Call Pal team design a detailed call answering script for Shannonside Home Value Ennis. Once this script is finalised the Call Pal team can start managing all calls seamlessly and the service is set up and actively managed within 12 hours of the first initial contact.

The Call Overflow option enabled the team at Shannonside Home Value Ennis the chance to answer all inbound calls and in the times we could not, the calls would automatically divert to Call Pal who answer in the business name acting as an extension of Shannonside Home Value Ennis.

Call Pal assist the caller by providing any information they may need, take detailed messages, or transfer calls to the correct person or department as required. All calls are managed in real-time and detailed messages are sent through to Shannonside Home Value Ennis within minutes of the call being answered.

The Results

As an extension of the Home Value business, Call Pals is the trusted, effective solution needed for a busy retail store focusing on putting the quality in quality customer care and support each time the phone rings.

The Shannonside team stays in contact with every person who makes contact with the business. Missing a call or a potential sale is a thing of the past thanks to Call Pal.