Case Study: NewVoiceMedia brings the cloud to SureFlap

ContactWorld for Service has enabled the pet flap company to offer a personalised experience to its customers.

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.

They now benefit from 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 in to 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.

“ContactWorld for Service has played a crucial role in delivering excellent service to our customers,” said Sarah Metcalfe, Customer Service Manager at SureFlap. “By moving to the cloud, we are able to offer our customers a completely personalised service, regardless of location”.

“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,” said Jonathan Gale, CEO, NewVoiceMedia. “We are very pleased to be working with SureFlap and helping the company deliver on its vision”.