A Fresh Outlook On Telephony For Specsavers
The Disconnect
Meet Specsavers. Specialists in optometry and audiology since 1984, each store is committed to offering the same high quality and customer service expected from this household name.
When the management team of the Sutton Coldfield store contacted Connaught, they were looking for a telephony solution that could connect the store with it’s partner site in Mere Green. Their current Panasonic setup, run on ISDN lines, wasn’t offering them the flexibility to remote work, and the team were searching for a future proofed solution.
Both stores needed s new, cloud-based setup with seamless integration and better functionality.
The Answer
Following a free audit, it became clear that Connaught’s cloud-based Xelion system would revolutionise Specsavers’ telephony.
Switching to Xelion allowed all incoming calls to be routed to one call centre, freeing up staff to speak to customers in store. Old phonelines were replaced with VoIP lines, ensuring that the business was future-proofed ahead of the ISDN switch off, and offering free calls.
Multi-device setups, with brand new handsets, softphones and mobile apps, meant the Specsavers team could work from anywhere, with customers still receiving the same great service, Reporting modules helped management organise staffing levels around call patterns. All included in once licence, with no bolt on costs and free upgrades for the life of the contract.
The Results; Loud and Clear
The teams have seen real improvements in their telephony since installing Xelion. Having once centralised site means callers are transferred to the right person easily, and staff can focus on customer experience.
Flexible reporting improved performance, with live statistics showing call volumes and wait time. Caller and management are safeguarded with stop-start call recording, and free calls, fixed pricing and IP lines have given Specsavers a cost saving too.
Staff and managers from both teams were so delighted, they recommended Xelion to another another two stores - Wednesfield and Wolverhampton, It’s clear to see how Specsavers have improved their telephony outlook with Connaught’s cloud communication.
