Heating and plumbing distributor, Wolseley UK, has installed new technology across its branch network.
New telephones, faster network connections, WiFi and upgraded computers are being rolled out across the estate to better equip branches for the future.
A reporting suite, which tracks how many calls are answered first time and monitors how quickly branch employees return missed customer calls, is just one feature of the new phone system. Data is captured in real time and fed back to the branch within two minutes of a call taking place, prompting an immediate customer call back.
Chris Cottington, head of business infrastructure at Wolseley UK, said:
“This project represents a very significant investment into our branches, equipping them with state of the art technology to ensure we can offer excellent customer service via our telephony systems.”
New computers have replaced the green-screen terminals previously used to complete sales and check stock levels and pricing. Better internet-access enables branch staff to complete online training and browse Wolseley UK and supplier websites more easily.
Tim Broadhurst, central operations director at Plumb and Parts Center, said:
“We have introduced technology that will help us deliver an even better level of customer service.
“Our branch employees particularly like the caller ID feature, which enables them to answer calls knowing the customer’s name, and the fact that that they can identify missed calls and get back to the customer straight away.”
In the New Year, a second round of technological upgrades will see new laser printers introduced, enabling faster printing and reducing the amount of paper consumed. Electronic proof of delivery and collection will also be introduced for capturing signatures on charge notes, making administrative processes more efficient.