Nestl'e`s vision of a total solution for its communications needs at its New Germany operations has been met by AST Networks.
According to Beth Abel, customer service manager, Nestl'e South Africa (Pty.) Ltd., the acquisition of various companies and the amalgamation of departments into Distribution placed tremendous pressure on the Order Department and their Switchboard.
"Offering customers an exceptional service is of paramount importance to us, however, the nagging concern was the inability to accomplish this because of a switchboard that could not cope with the tremendous volume of calls. With the assistance of AST Networks, we looked at our specific needs and after many presentations and discussions, we concluded that a Call Centre would be the answer," said Abel.
Up until recently, the Nestl'e site in New Germany supported two Voice Communication systems as the preferred solutions to the organisation. The main arm of the KZN Based Warehouse, namely Administration and Distribution, whose main purpose was to receive and generate bulk order requests for large food supply stores via an order desk, experienced additional congestion at the agents` desk when callers, not needing any assistance from an agent, also dialling the share- call number, and then requested a transfer to their relative destinations.
Nestl'e Vending, an independent division within the Nestl'e operation in New Germany, on the other hand, supported a Telkom Dianna solution and customers requiring their services would dial a separate telephone number. With the integration of Vending`s Distribution and Debtor`s functions, Nestl'e Management sought increased efficiencies and therefore decided on a single solution which could merge the communication requirements of these divisions. In addition, the solution required a fully managed agents desk able to supply the immediate customer demands, being it to place orders, or alternatively to reach the organisation via alternate means.
Person-to-person connections became imperative and it was through that AST Networks was able to provide the Total Solution in the form of SOPHO 810 Call@Net software with the SOPHO CC250 call centre and DECT to suit their agents` desk, Administration and Warehouse requirements respectively.
The Philips SOPHO Call@Net provides a uniform and open platform for the support of additional applications. Combined with other SOPHO@vance 6000 components, SOPHO Call@Net paves the way for new applications which combine the merits of Internet Protocol (IP) with a broad range of traditional voice features. The software is designed for any type and size of business and it has been developed in a modern programming language and incorporates a standard embedded operating system.
Applications which are supported by SOPHO Call@Net are designed according to specific user needs and include private and multi-vendor networking, Computer Technology Integration (CTI), announcement services, voice processing, Automatic Call Distribution (ACD), contact centres, DECT cordless communication, system and network management, call logging, reachability and IP telephony. When installed, these applications are fully integrated with the SOPHO Call@Net software.
To generate new revenue, maximise customer loyalty and optimise customer service, many companies are implementing call centres with dedicated teams or departments to handle customer requests or orders via the telephone.
Nestl'e`s new SOPHO Contact Centre 250 (CC250) supports these environments with the objectives of guiding callers to the best situated agent to handle the call, shortening potential waiting times, improving staff management productivity and motivation as well as monitoring service levels of the call centre.
The combination of flexible skills based call routing, advanced voice functions (announcements, voice messages, voice mail) and the ease of operation, minimises the implementation and training time and turns the SOPHO CC250 into a unique solution to meet Nestl'e`s requirements.
The excellent long-term relationship between AST Networks and Nestl'e New Germany led the company to standardise on the Philips` solution and Nestl'e drew on the expertise available from AST Networks to ensure a smooth transition.
"Although it is still `early days` to report on the many benefits of the Call Centre, we are thoroughly impressed with the improvements, i.e. internally and especially a noticeable decline in complaints from our customers. Needless to say, our Distribution Centres throughout the country are now following in our footsteps," concluded Nestl'e`s Beth Abel.
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The AST Group is one of South Africa`s largest Information and Communication Technology (ICT) services company that is independent of any vendor. It is the fourth largest company overall, by market capitalisation, listed in the Technology sector of the JSE Securities Exchange.
The AST Group, operating from more than 60 sites, services large corporate and government clients throughout South Africa and has expanded to other Southern African states, Australia and the UK. Employing more than 3,500 ICT professionals, exploiting best-of-breed technology and applying international best practices, the AST Group provides services across the entire plan-build-run-leverage value creating cycle.
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