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East Coast Racing
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East Coast Racing
Customer Profile________________________________ East Coast racing is a leading diesel automotive tuning supplier based in Norwich. The company combined forces with PSI AG in Belgium, producing the market leading Digital Diesel Powerbox and subsequently, within two years, attained their position as European leaders in the diesel tuning sector. Using their knowledge and expertise, East Coast Racing strives to offer customers the best tuning products at very competitive prices, whilst providing an unrivalled service. Customer satisfaction and retention is a priority objective. Problem / Brief_________________________________ To continually reflect customer requirements, East Coast Racing needed to ensure their telephone answering facility was efficient and reliable. Previously the company’s system was unable to cope with the increase in volume of customer calls. Monitoring and tracking these contacts was also proving difficult. East Coast racing required a solution to ensure they never missed a customer call. They also sought a means which would enable them to analyse call volumes. The Cambridge Tele.com Solution__________________ To answer and monitor customer calls, East Coast Racing has installed both the Virtual Switchboard and Call Management Systems from Cambridge Tele.com. The system professionally greets and queues customer calls, then distributes them amongst employees. If a call is unanswered the system provides a ‘miscalled email facility’. In addition, a call-back feature ensures the company receives all out of hour’s communications, which are automatically returned as an employee becomes available. A spokesperson, (East Coast Racing) said “The system ensures we never miss a call. On the rare occasion when we are unable to answer, the miscalled email facility is a godsend”. Business Benefits_______________________________ East Coast Racing has been using the Virtual Switchboard and Call Management systems from Cambridge Tele.com for 12 months. The products are simple, easy to use and provide a very professional telephone system. A great deal of time and money has been saved, compared to previous methods. “It’s easy and quick to set up and maintain, no time consuming procedures to go through. Very cost effective, for a small operation” said Spokesperson. One of the vitally important features of the system is never losing a call. It is of particular benefit to the company as it enhances customer satisfaction. Additionally, the ability to track calls has proved very useful in analysing monthly volumes. Spokesperson said, “With Cambridge Tele.com solutions we now have a very professional outlook to our customers”. Ongoing______________________________________ Cambridge Tele.com continues to work with East Coast Racing. In addition to implementing the Virtual Switchboard and Call Management services the company is also benefiting from Cambridge Tele.com’s MeetMe Conference System.
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