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By SmartChoice Case Studies April 21, 2021
Case Study:

Women’s Luxury Clothing Brand Empowers Customer Relationships Through Newly Implemented VoIP Solution

Company:

Luxury Retail Company

Value/ROI:

  • Replaced analog phone lines with VoIP system, eliminating the need for expensive physical phone lines.
  • Solution allowed the company’s employees to access new features for better customer engagement.
  • The upgrade to a cloud-based system allowed for scalability as the company expands.

Project:

  • Upgrade of traditional phone system to VoIP.
  • Technology adoption training for company employees.
  • Uppgrade implementing Smart Contact Center.

Key Takeaways:

  • The new VoIP system solved problem by providing a single platform with features for improved customer service, real-time analytics, and scalability.
  • The VoIP system reduced manual work, improves oversight, and provides access to information from anywhere.
  • The new features contributed to enhancing customer service and operational efficiency.

Introduction

This global luxury fashion brand is celebrated for its bold and creative design. It has a global distribution network in over 100 countries and holds stores in North and South America, Europe, the Middle East, and Asia Pacific.

Initial Challenges

Excellent customer service, mobility, ease of use, and scalability, were just a few of the communication requirements of this luxury brand.
Their phone system was outdated, features were not being used, telecommunication costs were high, and they needed a new voice system they could rely on.

The Smart Solution

SmartChoice provided the luxury brand with a new VoIP system, allowing for more operational control and better customer service. The solution provided a single platform with real-time analytics, equipping the team with the proper tools, and efficiently serving clients globally.

Products and Features

Automated Transfers From Extensions to Mobile Phones
Branch-to-Branch Calling
Call Recording
Call Recording Interface
Conferences
Extensions by The Hundreds
Fax to Electronic Mail
Music-on-Hold
PIN Restrictions for Outgoing Call
Queues and Ring Groups
Time-based Integrated Voice Responses
Transfer Functionality
Voicemail to Email Transcription
VPN Connection

Conclusion

The retail giant’s leadership team no longer needed multiple team members to provide manual reports or oversee various business components. By partnering with SmartChoice’s network and technical support team, they now have a technology-forward tool that enables them to view all store locations from anywhere.