Gtech Can Now Provide Industry-leading Customer Service Thanks to Deployment of Avaya Contact Centre
Headquartered in the UK, Gtech is the brainchild of CEO and design innovator Nick Grey, who holds the distinction of having developed the world’s first cordless power sweeper. The company designs and manufactures cordless products including vacuum cleaners, garden power tools, lawnmowers and an electric bike. This fast-growing design firm employs more than 100 people in three different countries and has sold more than 22 million products.
“Our company vision is to become the best loved floor-care brand in the world,” explains CEO Nick Grey.
And to accomplish that, he knows he has to offer the best customer service in the industry. “We’ve grown a lot, we’re 20 times bigger than we were four years ago, and that brings all kinds of issues,” he says. “We have lots of phone calls coming in, lots of transactions, so everything has to have a system and a process. It’s more than just a matter of hiring dutiful people that really want to do a good job. You have to give them good tools and a good organization.”
In order to equip his employees with the tools they needed, Gtech deployed Avaya Contact Center Select (ACCS). Today, Gtech employees have a reliable, multichannel contact centre solution that provides them with up-to-the-minute statistics, allowing them to offer very best customer service.
Quickly and efficiently address customer engagement challenges of a rapidly growing company
Maintain competitive advantage by providing best customer service in the industry
Increased market share due to enhanced customer relations
Modern contact centre that offers consistent service levels
Real-time reporting that enables up-to-the-minute decision making
Dramatically improved customer experience