Città is a household name in designing and producing high-end homeware and furniture and operates 13 stores around the country.
Midway through 2018, plans for a new store at Auckland’s NorthWest Shopping Centre sparked a review of Città’s phone system and an identified need for the use of a Unified Communications system.
Grant Taylor, Chief Information Officer at Città, went out to tender for the phone system, approaching a number of local companies. “We had some insane quotes which really didn’t make sense. And we had a great looking proposal from CircleNet.” He says the key point of difference to CircleNet’s proposal was their combination of great pricing and feature-rich Unified Communications system.
“The ability to have an in house champion user to manage all our sites under one portal was the solution we’d been looking for.“ We went back to CircleNet and said “great but we need new hardware that isn’t going to break the bank and we need to run a sales call centre with the ability to report on important call metrics.” CircleNet stepped up, and for a fixed price they agreed to supply the hardware tailor fit the sales call centre queue and provide training for our agents.“
After selecting CircleNet, Grant was concerned that he might have missed hidden costs. “It worked as promised right out the box. The roll out happened without major issues despite some Chorus provisioning issues. Brilliant. This is what we were always looking for. CircleNet’s feature-rich Unified Communications system offered at a competitive cost won them the business for all our 13 stores.”
Grant Taylor emphasised that the cost of CircleNet’s Unified Communications system is about the same as Città’s previous phone system costs. But he says the Unified Communications decision is strategic to delivering a more engaging customer experience.
Città now have a cloud unified communications system that supports each store from a single platform. This means Città is able to appoint a champion user within the company to manage simple moves adds and changes to the system to further reduce operating costs. Utilising CircleNet’s unified communications system as a contact centre also allows for more creative ways to manage customer calls to ensure customer satisfaction remains outstanding by providing team leaders with the tools to manage their agents more efficiently through scheduled reporting and contact centre dashboards.
“CircleNet won our voice business because they came up with a technology solution that made business sense. They were easier to deal with than competitors, friendly and helpful and quick to respond. We are delighted with the outcome.” - Grant Taylor