TIM Plus goes green at Global

100 users Services

The customer

Global Office Supplies is one of the UK's most established green office suppliers. A low emission delivery fleet provides office goods in 100% recycled packaging from 9 distribution depots across the UK.

All clients even receive their very own green catalogue which gives the option to choose from over 5000 less toxic, eco friendly alternatives for their office. Global Office can even collect and recycle up to 96% of your office waste.

The requirement

"In early January 2012, we decided to look at call logging solutions to see if we could improve our call handling. We wanted to see how well we responded to inbound calls and hoped to increase the volume and quality of our outbound calls." stated Michael Girton, Sales Manager at Global Friendly.

"We had very specific requirements, and wanted a system that would be intuitive and easy but also very customisable. We wanted to exclude calls to certain numbers from being included in some reports e.g. calls to and from our drivers. We also wanted to be able to identify all frequent numbers by name. We wanted to exclude all calls below 30 seconds from display boards." continued Girton.

The solution

"We contacted Tri-Line in early January to explain the quite specific nature of our requirements. They suggested that we download a trial and I was advised I'd get full access to their support team for the duration of this trial in order to ensure that the system was configured to meet my exact needs."

"During the trial phase, I rang several times and was always answered promptly, my requirements were listened to and understood. The usual scenario was that someone would then remote onto my system and show me how to tweak the system to give me exactly what I wanted. TIM Enterprise is very configurable and Tri-Line's support staff exceptionally helpful. This meant we ended up with a pretty bespoke system without the usual associated costs. It was really nice to be able to see the product in use, customised to meet our exact needs. This meant that we knew it more than met our requirements before we had to make any financial commitment."

The benefits

TIM Enterprise provides complete visibility of all our call handling. All our call data is collected and stored so we can report on all historical data at any time. We can schedule reports for delivery at specific times and best of all we get to have completely configurable live boards that keep out teams on their toes!

If I'm out of the office I can view all display boards and reports from my mobile ensuring I have complete call visibility at all time.

Our call rates have improved greatly since we installed TIM, resulting in more business so it's definitely worked for us!

The future

We find the display boards on TIM Enterprise particularly useful and really like the fact that unlimited boards are included as standard so we can create as many as we want at no additional cost. The ability to use templates or copy an existing board and tweak to show data for a different team or time period is an added bonus.

Tri-Lines standard maintenance includes software assurance so I know I can keep my system up to date and take advantages of all new features without any hidden financial penalties.

We really like the product and find the staff at Tri-Line to be knowledgeable and accommodating so look forward to continue to work with both.

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