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Customer communication hots up for Stelrad Radiators

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The UK’s biggest radiator manufacturer has transformed its customer experience with a state-of-the-art contact centre.

Stelrad has installed the latest Avaya hardware and software at its 17-acre production site at Mexborough in South Yorkshire, from where it distributes high quality, steel radiators throughout the UK and Europe.

Wakefield-based NGC Networks was enlisted to identify the best solution and implement the new customer contact centre solution. Calls were previously routed via Stelrad’s sister company, Ideal Boilers Limited, based in Hull.

Stelrad is part of a pan-European Group with additional operating businesses in the Netherlands, Belgium and Turkey.

Michael Johnson, technical analyst at Stelrad, said: “The new Avaya IP500 system has given us more control over our customer experience and reduced issues that arose from transferring calls between the two sites.

“It adds functionality that has tremendous potential for us as a business.

“We have worked with NGC for years and they supported us every step of the way. We are extremely happy with the results.”

The Avaya multi-media contact centre covers inbound and outbound calls as well as email and chat facilities. It also offers call recording that meets PCI security standards on credit card payments.

Director Dean Harrop said: “Stelrad is a trusted manufacturer that needs to ensure its customer experience is reliable and flexible.

“The Avaya IP500 system provides access to features such as voicemail to email and mobile twinning which gives users the flexibility to work remotely and from home. It offers increased security against phone hacking and toll fraud, which can potentially cost thousands of pounds.”

NGC Networks is a fully-accredited Avaya Business Partner and classified as a UK Top 10 Avaya IP500 reseller. 

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Dean Harrop of Wakefield-based NGC Networks

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