Ever Ready Mortar cements contact centre success with Rostrvm Solutions

Ever Ready Mortar, which supplies ready to use mortar to the building trade, has installed the rostrvm blended call centre solution to support its outbound sales and inbound customer service operation and help the company to meet its ambitious growth plans.

Several call centre technology providers were invited to submit a tender, but Rostrvm Solutions was the only company that could demonstrate the flexibility that Ever Ready Mortar needed. Stacey Baillie, Call Centre Manager at Ever Ready Mortar, explains:

“Rostrvm Solutions demonstrated a willingness to meet all the requirements on our ‘wish list’ allowing our call centre to reflect the innovation and personalised service that is fundamental to our business approach. Rostrvm took the time to understand our business plan and were prepared to deliver us a customised solution, tailored to our precise requirements.”

The rostrvm software suite integrates seamlessly with Ever Ready Mortar’s existing Sage CRM system, allowing the call centre to manage both sales campaigns and inbound customer service calls in the form of a blended solution from a single easy-to-use database. The system also allows for multiple outbound campaigns to run alongside each other, and is sophisticated enough to prioritise campaigns and schedule call backs.

Rostrvm software has enabled Ever Ready Mortar to create some innovative features for its inbound customer service operation: a unique identifier allowing agents to provide a personal service; a distance calculator to establish delivery costs; and an ingenious routing solution enabling calls outside of office hours to be routed to the nearest depot.

Stacey concludes:

“This type of feature means that our service is designed around our customers’ needs. I have been incredibly impressed by Rostrvm’s can-do attitude. In addition to maximising the efficiency of our sales force, Rostrvm’s technology has allowed us to create a high level of personalisation and build one-to-one relationships with our growing customer base. And we have a scalable solution that can grow with our business.”

23 Jul 2008

Filed under Call Centre News , Rostrvm