UK clothing giant boosts customer service with unified communications deployment for 50% cost savings

UK clothing giant boosts customer service with unified communications deployment for 50% cost savings

UK fashion designer and online retailer, Joules Clothing has deployed a ShoreTel unified communications (UC) system with ShoreTel Enterprise Contact Centre to reduce costs, enable a multichannel communications strategy and enhance customer service.

With new premises opening each month and a growing online global customer base, Joules was looking for a communications system that allowed indepth engagement with customers. The retailer wanted to offer customers more choices in how they were able to interact with the company – whether over the phone or online. The ShoreTel UC system, implemented by Lily Systems, granted Joules a fuller picture of its customer interactions, enabling administrators to tend to more inquiries, more efficiently.

Strategy to enhance customer service

“We evaluated our communications strategy holistically, looking at future growth plans and how to further enhance our customer service. ShoreTel’s UC system offered us the scalability to grow alongside the business and the necessary insight into customer engagement,” said Nick Wyld, Joules head of IT. “Through our multichannel approach, customers are now able to contact us in a range of ways which suit them best at a particular moment, boosting our competitive advantage.”

“Customer service is at the heart of the Joules brand and is key to our ongoing success. By opening further communications channels, Joules has improved the chance of a sale being completed and encouraged customer loyalty,” said Tom Joule, Joules chief executive. “ShoreTel’s ease-of-use allowed our company to implement changes internally, eliminating the need for third-party services. As a result, we’ve seen 50% cost savings over 12 months.”

The retailer also recently signed an agreement for Island Pacific merchandise planning software licenses and services.