Sanderson Brings Visual Call Centre Technology To M&M Direct

Posted by Kate Simpson on Mon, Jul 31, 2006
M and M Direct

Sanderson, the publicly owned UK provider of IT software and services, has won a new contract to supply M and M Direct Limited with visual call centre technology.

M and M Direct, based in Leominster, is the UK’s number one sports and fashion discount home shopping company. With almost half of its business coming in through the call centre M and M wanted to improve facilities for their operators and at the same time raise customer services levels. When taking orders, the technology provides operators with an on-screen image of the product supported by additional sales information. This enables operators to add value to the buying process, improve order accuracy, speed up response times and take advantage of cross and up sell opportunities.

Each call centre and customer support operator has been equipped with state-of-the-art ‘thin client’ terminals with large easy to use TFT monitors. These provide online access to the Sanderson multi-channel solution and M and M’s website.

According to Tom O’Neil, Call Centre Manager at M and M Direct:

“This has been a massive help to our operators in enabling them to offer better service to our customers. The ‘knock-on’ effect has been an increase in sales from improved selling techniques and better information about product features and available stock holding. The new facilities have given our operators more confidence when dealing with customers which in turn has boosted the morale of the team.”

Paul Davis, Managing Director for Mail Order systems at Sanderson said:

“This solution demonstrates our flexibility in meeting customer requirements within the multi channel industry. Sanderson is committed to making it easier for our customers to do business, providing growth through the use of advanced software and technology.

For further information please contact:
Rita Patel
Sanderson Ltd
Tel: 0333 123 1400
Email: info@sanderson.com


About M and M Direct Limited

M and M Direct Limited is the UK’s number one sports and fashion discount home shopping company with a turnover of more than £55 million. M and M have been bringing top labels and big brands to their customers for over 20 years. To achieve this they buy products in huge quantities, passing the discounts onto its customers with up to 85% off high street prices.

 

News At A Glance

About:  M and M Direct Ltd

Business: The UK’s number one sports and fashion discount home shopping company.

Challenge: Improve facilities for their operators and at the same time raise customer services levels.

Solution: Mail Order

Benefits:  “This has been a massive help to our operators in enabling them to offer better service to our customers. The ‘knock-on’ effect has been an increase in sales from improved selling techniques and better information about product features and available stock holding. The new facilities have given our operators more confidence when dealing with customers which in turn has boosted the morale of the team.”