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Case study: The Naked Flame


The Naked Flame case study

Download case study PDFAbout the client:

The Naked Flame designs and markets an innovative range of high quality wall mounted, free standing and portable, clean burning eco friendly bio ethanol fires. Award winning and trademark accredited, the company has more recently expanded from its consumer roots into supplying a wide network of retail outlets via a national distribution chain.

Business need:

Recent changes in the profile of both consumer and business customer, different countries and different time zones, has meant that the team at The Naked Flame has had to review support and availability for its customers. In addition, senior management wanted the ability to control and direct increasing and diverse call traffic, by business entity, and to be able to access their inbound communication via a variety of endpoint
devices. This they felt would enable them to more effectively manage and support the incubation and growth of their new wholesale business

Solution:

Working closely with Andrea and Paul, the team at Evoke Telecom, led by Susannah, looked for a simple, cost effective yet easilly expandable solution. Following consultation a managed inbound solution was selected and put in place as a 1st phase deployment. A new local number was secured providing a separate identity for the new wholesale division. The number can be intelligently routed and realtime managed via a mobile app or web portal to suit availability and travel plans of key directors. What’s more, missed calls are converted to .wav files and delivered as voicemail attachments into a support email inbox enabling team access and ensuring customers are swiftly supported.

Benefits

Functionality available on the Intelligent Inbound Service provided by Evoke Telecom has given the team at The Naked Flame the ability to separate out and so differently manage calls from their wholesale and distribution customers.

In setting up the service The Naked Flame were able to select a memorable local geographical number, making contact easier for their customers and maintaining the local identity of the business.

Inbound routing has enabled the team to vary where they route their calls to at different times and relative to volume of calls and resource availability. Calls not coming into the main switchboard can also be routed to overflow facilities at the warehousing complex or through to outsourced answering services at the height of large customer events or marketing campaigns.

Should a customer leave a voice message, this is converted within the Inbound Platform to a .wav file and delivered into email inboxes as an attachment. This means that these messages can be managed and where necessary redirected to the best area within the business to deliver the very best customer response.

Finally, should the unthinkable happen and The Naked Flame find itself with a Business Continuity challenge, calls can be easily rerouted via a web or mobile telephone application to alternative premises or even business mobile telephones.

Intelligent Inbound from Evoke Telecom has provided The Naked Flame with a new and flexible way to manage communication, at an affordable
common sense price.

Verdict:

“One of the challenges we faced as a growing business with a small team was how to ensure we didn’t miss vital calls when away from the office. The Evoke team were able to give us a very simple cost effective solution that allows us to receive and make calls in a variety of ways wherever we are.
We were amazed at the options available to us and all without the necessity of expensive telecoms equipment. I would not hesitate to highly recommend Evoke for their professional approach and I know as our business grows we can further expand the services we use to grow with it.”
Andrea Riley – Managing Director, The Naked Flame (UK) Ltd
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