Need for standardised telephony system
To ensure customers continued to receive the highest standard of service on the shop floor, Waitrose wanted to free up branch-based Partners from spending time on the phone in the back office. To support its Future Branch Structures project and reduce call costs, it needed a telephony system that was standardised across all its branches.
The new IP telephony system has enabled our Partners to spend more time helping customers.
Ben Hart, Project Manager, Waitrose
OBJECTIVES
- Cost Reduction
- Continuous Improvement/Innovation
Global Service Desk supports Waitrose
Waitrose partnered with Computacenter to deploy a Cisco IP telephony solution that included cordless handsets and a wireless network infrastructure. The IT services and solutions provider conducted surveys, upgraded access points and deployed handsets. It is now responsible for supporting the IP telephony system from the Computacenter Global Service Desk.
Outcome
- Improved partner productivity
- Enhanced customer service
- Reduce costs
- Improved communications
