Nortel BCM50 Case study

Taurus Bathrooms

BACKGROUND
Taurus Bathrooms * has operated a successful, family-run bathroom showroom for 25 years. To maximise selling opportunities, managing director Lee Morris made Taurus products and service available to customers online in 2007.

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CUSTOMER NEED
The Taurus Bathrooms internet business has dramatically increased the number of calls to the showroom. With insufficient capacity on the existing phone system, salespeople routinely missed important customer calls. It was also impossible to see how many calls were dropped and to ensure enough employees were manning the phones.

What's more, Taurus was tied into a contract with high national and local call rates. Experiencing an exponential increase in incoming and outgoing call volumes, the company needed a much more cost-effective package for its telephone services.

NORTEL SOLUTION
Nortel partner Midland Telecom * recommended a solution based on the Nortel Business Communications Manager 50 . This PBX offers Taurus a full range of value-added features, including Interactive Voice Response, plus integrated email, voicemail and fax. What's more, the Activity Reporter function shows managers how many calls have been made and missed, helping them enhance levels of customer service significantly.

This was accompanied by 12 Nortel Business Series Terminal T7316E handsets.

RESULTS & BENEFITS
Rapid deployment , with minimal impact to normal business operations
Fewer missed customer calls , which helps Taurus maximise sales opportunities from its online business
Reduced costs , with lower quarterly bills and better service availability