Q: We are planning an internal range review but I currently have no system available to advise me when a store has completed the necessary changes. Can you help?
A: Of course! For the duration of the review our Support Centre can act as a communication point and technical support line for all parties. Our system can track and itemise missing POS or equipment, answer any store queries, identify non-compliant stores and produce ‘status reports’ on a daily basis.
Q: I have a very good relationship with my existing field marketing company, but I don’t receive their call data quickly enough, can you support them?
A: Yes we can. We understand, the cost implications of equipping existing field marketing teams with technology allowing the flow of real time information. We can save the hardware costs and keep your field reps in the stores!
The field reps can ring our Support Centre with visit data on completion of each call, which is then loaded onto our rrslink. The result is your key account managers and sales analysts gain access to the call data within minutes of the visit taking place. Not only do you benefit from cost effective information, you can also monitor field teams workloads and schedules.
Q: I hate automated phone systems; can I talk to a real person?
A: Our Support Centre offers a 24/7 service, which is staffed by Humans! Our Call Operatives and Project Co-ordinators provide assistance and essential technical expertise. Our service is available outside of normal office hours and therefore Stores and Field Operatives can confidently call 24/7 and be able to speak to an advisor.
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Q: We are dealing with a new manufacturer and want them to have the same access to information we do, currently our systems are not compatible so we have to rely on email. Can you provide an alternative?
A: The rrslink, our client extranet site, can be viewed anywhere you or your manufacturer have access to the internet. Our software is windows based, links seamlessly into excel and is user friendly. It can be tailored to any spreadsheet based information requirements and readily customised with your own and your manufacturer’s images and logos. All sites are secure and different levels of access can be granted. The sites support multiple user data entry. All information captured is stored and input history can be viewed at any time. In summary, both you and your manufacturer can view live data in unison.
Q: I have previously used a call centre for a range change, but the operators were not familiar with in store protocol. This meant I had to deal with the issues myself anyway.
A: Our three core Coordinators have over 14 years of retail experience; this means that many queries can be resolved in one call. The team has a real customer focus, we invest in our training and development to maintain and continuously improve our service to you. After all, the more confident the stores are in our approach; the more calls that filter to us rather than your busy internal departments; therefore the greater the opportunity to resolve an issue in an efficient and timely manner.
Q: I need somewhere to collate all our range change information, the store plans, equipment and POS orders, implementation details and store queries. Can your support centre system cope with all this information?
A: Our Support Centre can keep everything in one place. All plans, documents and data can be stored and downloaded with ease. The site can also be used for placing equipment/POS orders and managing stock deliveries. Data can be filtered and sorted on the site or exported to an excel spreadsheet for further analysis. Let our rrslink become your knowledge and information centre.