NewVoiceMedia helps bring customer service in-house for SureFlap's pet owners
SureFlap, the leading provider of smart pet doors, is delivering exceptional in-house customer service with NewVoiceMedia's true cloud contact centre solution ContactWorld for Service. The technology, which integrates with Salesforce, has enabled the company to offer a completely unique and personalised experience to thousands of customers across Europe.
SureFlap designed and opened a new customer service operation in early 2013 to improve the experience for pet owners who seek detailed advice about installing flaps and any issues they may have with their pets using them. The company wanted to set up its in-house operation using cloud technology to ensure it was benefiting from the latest features together with seamless integration with Salesforce.
With NewVoiceMedia, SureFlap benefits from immediate access to a customer's entire history of interactions from one screen, the ability to manage multiple languages and easy call recording, which has helped the company to train and develop its advisors. Customer service consultants are also able to make calls directly from within Salesforce with the click-to-dial function, saving time and improving call connections.
The technology ensures scalability as the business grows, enabling new functionality and consultants to be added in minutes. Furthermore, as users can log into the same system wherever they are, agents have greater job flexibility and can work from home when necessary, with everything being managed through a real-time window into the entire contact centre operation.
Sarah Metcalfe, Customer Service Manager at SureFlap, comments, "ContactWorld for Service has played a crucial role in delivering excellent service to our customers. By moving to the cloud, we are able to offer our customers a completely personalised service, regardless of location. We're now looking forward to implementing it throughout our global sales organisation in the coming weeks".
Jonathan Gale, CEO, NewVoiceMedia, comments, "SureFlap has been able to deliver a new customer focus strategy by bringing service in-house and taking advantage of our cloud contact centre solutions, which enable them to deliver excellent service to customers, every time they call. With its unique CRM integration capabilities, our technology is easily scalable and highly cost effective when compared with on-premise or even other hosted contact centre solutions. We are very pleased to be working with SureFlap and helping the company deliver on its vision".
SureFlap was launched in early 2008 following years of intensive research. It developed its microchip cat flap to prevent unwanted neighbourhood cats entering the home through the cat flap. SureFlap has sold 350,000 pet doors across the world since launch and has been recommended by vets throughout the UK. It has also launched into new markets, including Europe, North America and Australia.