Plascon recently launched a seven-year guarantee on all premium brands of paint, and selected I-Fusion`s Command Centre to log and manage all customer calls regarding the purchase of product and registration of the guarantee.
Eugene Els, service manager at Plascon, explains that the vendor anticipated an increased number of calls surrounding the promotion and decided to outsource the function. "Ultimately, the seven-year guarantee will give Plascon access to detailed customer data and improve service and relations. By outsourcing this functionality to I-Fusion, Plascon can focus on its core business - paint - and not have to invest in skills or handle the management of a call centre."
In addition, Plascon`s existing Technical Advice centre uses the same database system as I-Fusion`s Command Centre. Says Els: "This was an important factor in selecting an outsourcing and technology partner - in this way we can easily merge the captured data for future reference."
Ricci Hertzberg, account manager at I-Fusion, adds that the Command Centre system, Heat, will notify the agents if there is more than one call logged from the same address. "Heat is a customisable call logging and tracking system that acknowledges similarities in data, such as physical address, and enables Plascon to timeously contact the relevant customers and send out a technical adviser. In this way, Plascon can more effectively co-ordinate large projects and proactively give technical advice."
The Plascon seven-year guarantee includes the Double Velvet, Velvaglo, Wall & All, Cashmere and Nuroof premium brands. The guarantee service requires customers to call a toll-free number, from where they are seamlessly rerouted to the I-Fusion Command Centre. Agents capture the caller`s details, log the purchase of the product and register the guarantee. In addition, Plascon will train the I-Fusion Command Centre agents so that they are more informed about paint issues and can answer basic technical queries.
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Plascon has a long proud history of innovation in the paint industry. Supplying paint and related materials to the industrial/commercial sectors and the retail market has made Plascon SA`s premier provider. A strong synergy of research, technology, people, products and partners has made this position of leadership possible.
I-Fusion
Addressing the needs of medium-sized businesses across SA, I-Fusion is a leading provider of IT services, systems and infrastructure. The group offers a complete IT solution including consultation and evaluation, supply, service, support, implementation of equipment and ongoing management. Its comprehensive range of products and services extends from local to wide-area networks - with a specialist emphasis on outsourcing services, which includes hardware, software, networks, services, management and support. Based in Midrand, I-Fusion has national coverage in Johannesburg, Cape Town and Durban and points of presence in all the main business centres in SA.
In July 2000, I-Fusion Holdings Limited became a member of BIDVest Group Limited, a multibillion-rand investment holding company listed on the Johannesburg Stock Exchange in the services sector.
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