Upgrading their phone system to Horizon, gave Best Friends Group the reporting they needed to improve their customer service:
“Suddenly we had visibility of everything we needed. We can now see when the really busy periods were and can arrange extra staff to cover the phones. We can prioritise calls properly and we’re able to do some intelligent call rerouting between sites when branch offices are busy,” says Tuzzeo.
“One valuable lesson we did learn was that there were call spikes every day after the school run: something we’d never have known without Welcomm’s help.”