Inbound call management provides visibility,
flexibility and control for multi-site retailer.
"From very early on in the
consultation process it became apparent we had found an
organisation who wanted to understand our business and add value to
how we work, as well as reducing our costs."
Phil Barker, Head of IT - American Golf
The Company
American Golf is a leading golfing retail chain. They stock a
full range of equipment for golfers of all levels, including irons,
drivers, putters, package sets, balls, shoes, and clothing. For six
years running now the chain has been voted 'Best Golf Retailer' by
Today's Golfer publication.
American Golf are constantly expanding and adding more stores,
while improving their product range and working to ensure their
customers get 'first time value' prices.
The Challenge
With more than eighty stores across the UK, the American Golf
team needed to increase the communications functions that could be
controlled centrally by their IT team with the aim of standardising
their marketing approach to in-store offers.
As well as working with a supplier who could reduce the cost of
their communications, American Golf also needed a supplier who
would understand their business needs and add value to how they
communicate and manage their business.
The Solution
Our Inbound services have been activated across all
of American Golf's stores, enabling the company to have complete
control over inbound calls.
Using Inbound's advanced calling features (personalised auto
attendant, call queuing and call whisper to name a few), American
Golf have the ability to change the messages each of their stores
delivers to its customers.
The 'never miss a call' function means that should one
particular area have a busy inbound calling period the call is
never missed and therefore a sale is never lost.
As well as a full Inbound solution, we have delivered a seamless
UK-wide transfer of all American Golf's analogue and digital lines.
The process was fully managed by our experienced project and
account management teams.
The Benefits
- American Golf has complete control and management of all
inbound calls.
- Flexible and intelligent inbound call management.
- Built-in disaster recovery with all store telephone numbers
being held on the network, meaning they are no longer dependent on
geographic locations and can be moved as the company changes.
- Better experience for American Golf's customers.
- Unique marketing or promotional messages can be created for
each store.
- Additional services such as call recording and advanced call
statistics enable American Golf to optimise their service by
recognising business trends.
"The Inbound product is a must to anyone who
regularly uses marketing campaigns and inbound numbers for
telephony - it gives great visibility, flexibility, control and
most importantly useful decision making statistics on a service
which is traditionally managed by external companies.
I am extremely pleased with the service, and
would have no hesitation in recommending Gamma to anyone looking to
migrate services away from BT or other suppliers."
Phil Barker, Head of IT - American Golf