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Norbain invests £500,000 in IP Telephony
Dec 6 2004
Norbain SD, Europe’s leading distributor of electronic security solutions, has invested £500,000 in a new IP-based telephone system. Initially installed in the company’s head office at Reading, the system will be rolled out throughout the organisation in the early part of 2005.
With effect from 6 December 2004 callers to Norbain’s head office – 0118 944 0123 – will benefit from the flexibility that IP telephony offers, as Paul Blake, Norbain’s IT Director, explains:
"All callers can continue to be answered personally by one of Norbain’s highly professional team of receptionists. However if the person requested is unavailable, rather than wait for operator intervention and redirection, the caller will be presented with an opportunity to choose where the call is directed which will ensure timely connection to the appropriate personnel."
"Our investment in IP Telephony reinforces our overriding commitment to customer service and by using technology sensitively and sensibly I believe we will enhance Norbain’s reputation for personal service, increase customer satisfaction, and, improve efficiency within the business."
For the first time, callers outside of Norbain’s extended business hours will be able to leave a message for the person they wish to contact, confident that their enquiry will be dealt with promptly and efficiently.
"One of the immediate benefits of IP Telephony," explains Paul Blake "is the ability to collect data on call patterns. We will have tangible statistical data on the performance of our call handling service. This will enable us to continuously improve this vital area of customer service."
The system will be rolled out to other sites within Norbain during the first quarter of 2005 with more advanced features – such as extension mobility and cross site hunt groups – phased in during the remainder of the year.
