In 2014, SA Tyres made its move to Euphoria Telecom, a smart move that has increased productivity levels and given the business improved workforce management.<\/p>\n
SA Tyre Distributors\u2019 is the biggest wholesaler of tyres in South Africa representing all premium brands and over 2000 resellers.<\/p>\n
SA Tyre Distributors’ call centre has grown organically over the years to meet increased sales demands.<\/p>\n
However, with such a large staff compliment in the call centre and very few tools to evaluate business processes and team productivity, management recognised that some changes needed to be made.<\/p>\n
Restricted infrastructure imposed severe limitations on workforce productivity, threatening the growth and development of the business.<\/p>\n
SA Tyres appointed Wayne Bennett as the call centre manager.<\/p>\n
Bennett\u2019s primary focus was to remove outdated processes and implement the tools and platforms necessary for growth.<\/p>\n
Bennett\u2019s evaluation of the call centre operations indicated that restrictive and unstable infrastructure was the biggest limitation within the company.<\/p>\n
He says, “The most resource intensive and inefficient part of the infrastructure was an outdated, analogue business telephony system.<\/p>\n
Still running off expensive hard lines with an on-site PABX, the system did not allow flexibility or transparency within the call centre, making it hard to pick out where operational snags could be easily rectified.”<\/p>\n
Since the implementation of Euphoria\u2019s Cloud-based business telephone system, SA Tyre Distributors has experienced a phenomenal improvement in its call centre operations.<\/p>\n
The solution is innovative and offers the business full control over the telephone system.<\/p>\n
Euphoria Telecoms is a provider of an innovative, cloud-based, cost-effective business telephone system that offers unprecedented control and automated operational efficiency.<\/p>\n
The solution gives any business a truly simple approach to managing communications across an increasingly decentralised or mobile workforce.<\/p>\n
Seamless integration and automation make it simple for businesses to access insights, reports and improve the efficiency of communications.<\/p>\n
“From my desktop, I am now able to view call costs for any time range, access call recordings, produce data reports and customise extensions and user profiles for telephone access.<\/p>\n
Moving over to the Euphoria telephone system has given me carte blanche access to critical information pertaining to the call centre, where workforce limitations and inefficiencies existed,” he explains.<\/p>\n
He says one of the major recurring problems was incorrect orders being returned on a daily basis, this problem cost the business time and money.<\/p>\n
Without a proper telephone system, SA Tyre Distributors could not identify whether the problem was in its sales department or on the client side.<\/p>\n
“With the new system, I can easily track the call recording, find the problem source and remedy the situation. It has greatly reduced our operating cost.<\/p>\n
“Euphoria\u2019s telephone system does not require heavy infrastructure setup and expensive monthly line rentals for a function as simple as calling our clients,” he adds.<\/p>\n
“I can easily produce reports about which users are the heaviest in call usage and then justify the costs to our financial manager with credible and true data.<\/p>\n
“I can do all of this without searching through old fashioned phone bills and waiting months until I can get my hands on the correct itemised billing.”<\/p>\n
Companies are not always aware of all their operational inefficiencies until there is data and insight into how the business \u2018does business\u2019.<\/p>\n
Euphoria solves this universal problem by putting the telephone system in the hands of the business.<\/p>\n
This ensures businesses can make informed decisions, a key factor to great business management.<\/p>\n
Accountability and workforce management become very simple with \u2018user-extension reports\u2019, providing insight into activity and productivity of each user.<\/p>\n
Sales and client communications, an important part of a sales driven business, can be implemented and monitored consistently using the call recording feature.<\/p>\n
Bennett says the new system helped them bust a few myths.<\/p>\n
“For example, we now realise that only two percent of calls require agents to have an in-depth knowledge of tyres, while the majority of calls are for orders, where customers already know what they want.<\/p>\n
“This knowledge has helped us train our staff correctly and allocate our resources within the call centre more effectively.<\/p>\n
“Customers who have more complex queries are quickly transferred to sales agents already trained to assist them.<\/p>\n
“Functionality of the system is incredible. The ability to identify discrepancies and understand them straight away is unheard of.<\/p>\n
“The cost of Euphoria\u2019s solution was considerably less than any other system, it was a no-brainer.<\/p>\n
“Our telephone costs have reduced drastically and our productivity has improved,” he concludes.<\/p>\n
Download the SA Tyres Case Study here<\/strong><\/a><\/p>\n For more information visit www.euphoria.co.za<\/a> or email sales@euphoria.co.za<\/a> or contact Euphoria Telecom on (087) 231 0500.<\/p>\n","protected":false},"excerpt":{"rendered":" Leveraging Cloud Technology to improve operational efficiency.<\/p>\n","protected":false},"author":46,"featured_media":142305,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10459],"tags":[11134,26],"class_list":["post-142293","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-news","tag-euphoria-telecom","tag-headline"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/142293","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/46"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=142293"}],"version-history":[{"count":1,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/142293\/revisions"}],"predecessor-version":[{"id":142307,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/142293\/revisions\/142307"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/142305"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=142293"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=142293"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=142293"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}