Craft, remote meetings and improved customer service
Pendle Stained Glass is a design and production company in high quality Stained Glass products for residential and commercial customers. Their based in Lancashire, but their work can be seen all over the United Kingdom.
The store, design studio and workshop are located on different floors of a 3 storey building. They first invested in a Konftel conference phone as quite often a call can require input from their different specialists so group calls were becoming common place.
Additionally, for one on one calls they wanted to utilise the hands free capability to discuss a customer’s brief whilst simultaneously modelling some ideas on the PC. They also wanted the ability to record the conversation and listen back to the client’s comments and requirements at a later date
as they further developed the brief.
”The sound quality has been outstanding and the flexibility of the units is what really makes a difference to our customer service.” Mr D Moore, CEO, Pendle Stained Glass Ltd
Pendle Stained Glass chose two wireless Konftel models for flexible and mobile usage.
”We can make sure we have the right people with the right information available to our clients, anywhere.
Wireless and flexible usage
Initially they chose a 300Wx so that they could use it from room to room, wherever the relevant staff were located, and make calls on the move to ensure that customers always spoke with the right contact. In a workshop and studio environment it is not always possible to call people into a particular meeting room to join a call. In that case, they can take the phone to wherever the persons are working so that the customer always gets an answer without having to be called back at a later date.
Bring the expert along
The design studio often use the phone to make web calls over their VoIP network to clients to share their ideas over the desktop, and show the progress of a particular design without having to visit site every time. Site visits are however still a vital part of their business, particularly when doing an initial evaluation, or during the installation itself. Some projects can be very big and very prestigious and require input from Architects, Civil Engineers, Multiple Clients as well as the different staff involved. So Pendle Stained Glass also invested in a Konftel 300M mobile/ USB version so that group meetings could take place on a customer site just as easily as if it were in their own office.
Improved customer service
CEO Mr D Moore states “The sound quality has been outstanding and the flexibility of the units is what really makes a difference to our customer service. We can make sure we have the right people with the right information available to our clients, anywhere. Recording everyone’s input and requirements means less misunderstandings and far more productive service from us. I even have one in my home office as it is just such an efficient way to work”.