Mobility Furniture Company  (Marketing Response)

Peter Kitson, Managing Director

Mobility Furniture Company’s Instant Personal Touch That Keeps the Freephone Callers Calling   

“Telecoms Solutions is the most amenable company I’ve dealt with. They’re easy to get hold of and I know I can trust them to do everything with no fuss. Occasionally I want to change the times when numbers get pointed elsewhere. The moment I ask them I know it’s done.” Peter Kitson, MD Mobility Furniture Company.

As a nationwide company supplying direct to the public, the Mobility Furniture Company markets their specialised furniture through print advertising and magazine inserts.  Adverts are run virtually daily in selected national press and weekly magazines for the elderly (online sales are managed by their separate company for other mobility furniture and accessories).

Mobility Furniture publishes Freephone numbers from Telecoms Solutions in adverts to encourage sales and brochure enquiries. 0800 numbers are universally known to be free and picking up the phone is the easiest option for their elderly customers.  Speaking to Mobility Furniture’s customer team makes their service personal from the outset and fits with their whole philosophy.

During office hours the team of four handles enquiries and arranges appointments for their ten demonstrators. The decision about the right mobility furniture is an important one and the demonstrators make home visits to answer questions, provide advice on the options and for customers to try out the furniture.

Dedicated 0800 numbers mean Mobility Furniture can track the responses and their investment by title. Telecoms Solutions manage over 40 Freephone numbers that are all routed to different Mobility Furniture Direct numbers (DDIs).

The volume of advertising and responses means there are times when Mobility Furniture has more calls than it can immediately manage. Mobility Furniture ensures calls are always answered at peak times with the help of bureau services from Telecoms Solutions. The outsourced agents are able greet the callers knowing it is a Mobility Furniture customer and are ready to take requests for brochures and details for a call back.

Overflow and out of hours call routing in the network means customers never get a busy tone or a recorded answer service. 

Summary reports and billing information allow the Mobility Furniture Company to track their volume and costs of calls the performance of ads over time. Detailed stats clearly show the responses for every ad with its unique Freephone number and of the overflow calls to the outsourced agents.  The reporting means it’s not a problem if their service staff forgets to ask or the customer can’t recall which advert they saw.

“I’ve got a lot of new Freephone numbers coming up that I need sorting. I’m 100% confident in Telecoms Solutions that it will all go smoothly.” Peter Kitson, MD, Mobility Furniture Company.”

About Mobility Furniture Company

Mobility Furniture Company is a nationwide company focussed on mobility furniture that improves the customers’ way of life in the home. The company specialises in Rise and Recline chairs and Adjustable beds. It was set up in 2012 but founded on 30 years expertise. The company prides itself on a very caring, non-high pressured sales and service with a team of demonstrators that visit customers in their home.

Footybay   (classified advertising)

Martin Craig, Director Footybay.co.uk

Telecoms Solutions’ make Footbay.co.uk’s Classified  and Charitable Ambitions Fly

Footybay is a specialist classified site for anyone involved in grass roots sports like football. The site has been created to sell new and used football kit and equipment to support the Supporters Direct Organisation. It is run as a non-commissioned based service which means that footybay.co.uk’s customers don’t pay any fees to sell their goods.

The unique 070 personal mobile numbers supplied by Telecoms Solutions are automatically activated for the time that that the online ad is live and buyer’s calls are routed to the seller’s nominated telephone number. Buyers can only use an allocated number for contact with the seller which protects the seller.  Any sales transaction is handled directly between the seller and the buyer. This whole arrangement keeps administration costs to a minimum so that Footybay can operate its free to sell service and make charitable contributions to Supporters Direct.

“We knew there was a need out there for the dedicated parents, coaches and grass roots players to buy and recycle football kit, from the boots that have only been worn once to the quickly outgrown shirt. Footybay is a safe way to sell at no cost to the sellers, knowing that a big chunk of the cost of every call is benefitting a great sports supporters’ charity.” Martin Craig, Director Footybay.co.uk

“The 070 numbers are a smart and simple way of allowing footybay.co.uk to offer a totally free classified service for sporting sellers who love and support football at a grass roots level.”

“Footybay.co.uk’s free to sellers ads rely on Telecoms Solutions and the automatic setup of the 070 numbers and call revenue. Our vision is to add other useful features for Footybay customers including voice recordings that describe the goods and voice messages, email and SMS alerts so we can let sellers know the minute they have an interested buyer.”

“Telecoms Solutions has wrapped all the technology, systems and ideas together to help us operate and generate the revenue we need. Thanks to their risk/reward approach and commitment they are a key partner helping us to make a success of our new footybay classified site.”

gocompare.com   (Aggregator Marketplace)

John Miles
Business Development Director 

“We like to offer customers an immediate and simple route when they prefer to buy over the telephone or have a query for our partners. Using Telecoms Solutions’ 0843 numbers and support we can quickly set up and monitor contact with our insurance providers and trusted partners.” John Miles, Business Development Director, gocompare.com.

“Our non-geographic business numbers are a key complement to our quote comparisons and ‘buy online’ features. Customers know they pay a flat regulated price for the call and its quick way to get the information they want from our partners before they go ahead and buy.”

“One of the biggest advantages of using Telecoms Solutions is the insight we get from the reporting and how partners are handling the valuable calls that we generate for them. The web based portal lets our relationship managers be more proactive as they can easily monitor traffic volumes, short and long call durations to spot potential issues such as peaks and abandoned calls.”

“Telecoms Solutions’ tools are user friendly enough for us to quickly set up new numbers for our partners, allowing us to be as dynamic as we need to be in this market. When we have other changes, such as routing of numbers, we know that once we’ve asked Telecoms Solutions it’s as good as done.”

Bullhorn   (Call Centre Marketplace)

Peter Linus is the Managing Director

Telecoms Solutions has supported Bullhorn’s marketing as it has grown successfully in the UK with the setup and on-going management of their geographic and 0800 Freephone numbers.

“Bullhorn has had to be dynamic to grow rapidly into a $10m business. Telecoms Solutions has supported that growth brilliantly with their creative and flexible service.”

Peter Linus MD, Bullhorn.

When Bullhorn’s first experience of Telecoms Solutions was when they moved from a serviced office and could not take their existing number. Telecoms Solutions made sure that the set up and switch over to the new number at their London office ran really smoothly and Bullhorn was delighted that the technical side of the change-over had no impact at all on their clients.

When a potential crisis situation arose Telecoms Solutions was able to respond immediately. A power outage resulted in the internal phone system being down for a whole day.

“Telecoms Solutions made it painless to quickly set up a back-up for us. As soon as I put in the request they sorted a diversion in the network to an alternative mobile number so we could answer customer calls and capture messages. “

Today Bullhorn uses Telecoms Solutions ’s web tools to do their own hot fixes, but know they can still call on their support when they need to.

“You can tell Telecoms Solutions is dedicated to its customers. Our division isn’t a large outfit in the UK but they always give us the same high level of service whether it’s for the big stuff or smaller tasks. Sadly other companies just don’t have that attitude.”

About Bullhorn

Bullhorn is an international web-based recruitment software company who pioneered the software-as-a-service model for staffing and recruitment software.Today Bullhorn is a $10m business serving 10,000 clients across 150 countries, offering the only fully integrated applicant tracking and customer relationship management system paired with social media recruiting and business development tools.

William Hill (Bookmakers Marketplace)

Mike Price, Marketing Manager

William Hill ‘Frees up’ Mobile Customers to Place Bets with Voice Enabled Short-codes

William Hill is the UK’s largest bookmaker with the greatest network of licensed betting offices and is one of Europe’s top online betting and gaming businesses. They lead this growth market with a wide choice of gaming products and betting services for sporting and non-sporting events. William Hill make a point of offering great customer service, aiming to make their customers feel ‘at home’ whether this is in their high street shops or accessing their products and services online and through the mobile.

Given the high proportion of customers choosing to use their mobile for placing bets today, this was a prime area where William Hill needed to maintain a better service than other bookmakers. Mike Price, William Hill’s marketing manager was considering how to improve the experience of successfully placing bets, in particular removing possible obstacles for loyal customers.

“With our new 88466 short-code our mobile customers now don’t hesitate to call when they want to speak straight to our agents to place an important bet”

Mike Price, Marketing Manager, William Hill

“Being 5 digits the mobile short-code is very easy to remember. For the first time it’s free and, unlike the 0800 mobile calling, our most valued customers aren’t waylaid with the usual network announcements about being charged. They’re just sent straight through to a designated group of our agents.”

“It sounds simple but a short-code Freephone mobile option just hasn’t been available for customers until now. As well as streamlining the routing of these calls the helpful reporting and dashboard let us easily track exactly how many customers call, when and for how long.”

“Thanks to Telecoms Solutions the voice enabled mobile short-code is proving to be an effective way to manage the level of support that we know is important for growing the higher value business.”

O2   (Call Centre Marketplace)

Colin McCabe

Head of Telesales and Customer Contracts

“Our main web-shop number 0844 2 02 02 02 is an important route for customers who are online and find that they need to talk to one of our sales advisers through a quick and easily identifiable route. The non-geographic numbers offer re-assurance to customers that they can call from anywhere in the UK with clear and regulated pricing”

“We found Telecoms Solution’s systems offer an easy way to make changes to our inbound routing at a moment’s notice with the changes live immediately. We really value the simple non-technical user interface which means that we are in complete control without having to rely on others who work in Technology or Telephony to make the change on our behalf”

“Telecoms Solutions really help with our reporting requirements. We can monitor exactly how many people are calling in response to our advertising as we use unique 0800 or 0844 numbers to track individual campaigns. This means we can quickly identify the best performing creative and ads providing valuable feedback to our marketing colleagues”