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Monster Pet Supplies

Monster Pet Supplies deliver anything pet‑related to the door - including food, accessories and, if needed, medication. Their customers include pet owners, pet shops and other suppliers.

The Challenge

People love their pets - so they want their orders to arrive as promised and on time. This can't happen without a smooth‑running telephone service to take customer calls. Initially, Monster Pet Supplies approached us for a particular geographical number to use for their customer service line.

The Creative Approach

Providing Monster Pet Supplies with a geographical number was very straightforward, and the seamless installation meant no interruption to their business. As part of our Devise process, we also suggested a few ways Monster Pet Supplies could adjust their telecoms system to deliver a faster, more responsive, service.

Initially, this was through implementing (IVR) Interactive Voice Response and call routing so callers were greeted in a professional manner and calls diverted if a line was busy to reduce abandon rate. We also gave the business access to call stats generated by our Data Warehouse - allowing Monster Pet Supplies to measure inbound calls and plan for busier periods.

The Results

We've now provided Monster Pet Supplies with telecoms solutions for four years. During that time, we designed and installed a brand new system when the company upgraded their premises. By working closely with the company's director, Jonny Gould, we've implemented a range of innovative telecoms solutions that meet the changing needs of the business - helping ensure that Monster Pet Supplies continues to thrive.

"Our business is all about customer orders. We first contacted 24 Seven to obtain a specific number to improve customer service. Their input was invaluable and they took the trouble to look at our business and recommend ways to enhance our telecoms infrastructure. We also required international call routing to roll out European distribution and 24 Seven delivered on this also."

Jonny Gould, Director

"I really liked the call analysis tools 24 Seven offered - and data can be accessed live, so we can study the traffic being generated as each competition opens. Once lines close, we also access recordings of calls stored in the Data Warehouse. This allows us to improve the caller experience by giving feedback to our staff. 24 Seven's call reporting and analysis portal has been essential to our evaluation of marketing campaigns."

Ian Staton, Project Manager

"24 Seven were able to sell us number ranges - as many other telecoms outfits can. What appealed to me was all the additional benefits they offered. Our account handler worked with us to come up with several ways to improve what we offer our clients. I also like how well maintained their network is. It is very reassuring to know the lines I sell to my clients are so reliable. 24 Seven's drive to improve how we support our customers is second to none."

Shaun Freeman, Company Director

"Having to chase a supplier to get issues sorted is never acceptable. With 24 Seven, I can speak to one person and know they'll be on it straight away. They were always on hand and never let us down."

Geoff Bell, Director

"Customer service is what I see as 24 Seven's core. They're always incredibly fast at getting back to me with a resolution, and passing you on to another department just doesn't happen. Looking back at our two businesses, it amazes me how far we've come. The latest service I've taken them up on is their free conference calling solution which is exactly the same quality as ones I've paid through the nose for!"

David Morris, Director

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