Wolseley UK gets more technological
Published: 09 January, 2015
Wolseley UK is helping employees deliver better customer service by installing new technology across its branch network. New telephones, faster network connections, WiFi and upgraded computers are all being rolled to better equip branches for the future.
A state-of-the-art reporting suite, which tracks how many calls are answered first time and monitors how quickly branch employees return missed customer calls, is just one feature of the new phone system. Data is captured in real time and fed back to the branch within two minutes of a call taking place, prompting an immediate customer call back.
Chris Cottington, head of business infrastructure at Wolseley UK, said: “This project represents a very significant investment into our branches, equipping them with state-of-the-art technology to ensure we can offer excellent customer service via our telephone systems.”
New computers have replaced the green-screen terminals previously used to complete sales and check stock levels and pricing, and better internet access enables branch staff to complete online training and browse Wolseley UK and supplier websites more easily.
Tim Broadhurst, central operations director at Plumb and Parts Center, added: “Our branch employees particularly like the caller ID feature, which enables them to answer calls knowing the customer’s name, and the fact that that they can identify missed calls and get back to the customer straight away.”
New laser printers are also being introduced, enabling faster printing and reducing the amount of paper consumed. Electronic proof of delivery/collection (ePOD/C) will also be introduced for capturing signatures on charge notes, making administrative processes more efficient.