Helping HSS Hire enhance customer experience
Overview
Vodafone storm® enhances customer and employee experience for HSS Hire
HSS Hire is a tool and equipment hire company operating in the UK and Ireland, providing services to trade professionals and hobbyists alike.
With the shift toward hybrid working, HSS Hire needed a flexible and reliable solution to maintain a high-quality service for their customers.
Vodafone storm® allows employees to work from any location while ensuring customers receive the help they need.
The challenge
HSS Hire is a leading supplier of tool and equipment hire, with over 200 locations across the UK.
With the move to hybrid working, HSS Hire required a more robust, flexible way of taking calls and helping customers.
The solution
Vodafone storm® is an omni-channel contact centre solution based in the cloud. It allows customers to reach businesses through voice, email, SMS, chat and social media, and be served via a single, blended interface.
Organisations using Vodafone storm® can link multiple data sources and records by using an array of APIs or customised integrations, allowing them to bring together the various pieces of data used within their customer operations in one place. This means they can offer a more personalised and intuitive customer experience.
Vodafone storm® has allowed user calls to move through one system so HSS Hire’s customers could speak to who they wanted to more efficiently.
“Our customers now get through to the colleagues they want to speak to, and it makes the transaction a much smoother experience. Thanks to Vodafone Business, we can operate in a smarter, more agile way to support our customers better than ever before.”
Vodafone storm® creates an improved user experience, reducing the systems HSS Hire employees need to use, and allowing them to access real-time information and alerts.
As a result, there’s been a 20% uplift in call answer rate, which has allowed for an increase in orders for HSS Hire. Using storm®’s recording capabilities, HSS Hire has also been able to understand customer sentiment, providing the opportunity for teams to focus on up-sell and cross-sell of other products.
“The solution brought to us by Vodafone Business can be used in branch, at home, in the office and out on the road, which was of vital importance to us. Our customers now get through to the colleagues they want to speak to, and it makes the transaction a much smoother experience from both perspectives. Thanks to Vodafone Business, we can now operate in a smarter, more agile way to support our customers better than ever before,” said Jon Overman, Chief Revenue Officer at HSS Hire.
The benefits
While Vodafone storm® has improved the customer experience, there have also been big improvements for the organisation. With this solution, hybrid employees can work from any location and still provide customers with a great experience.
“We’re integrating Vodafone storm® with our CRM solution for customer relationship management to develop a detailed understand of our customers. What’s great about the solution is that, not only as a user can you operate your queue and take the next phone call, but you can also see inside the system using API integration with all your colleagues. We’re now looking at AI and machine learning, to understand how we can bring out the very best with Vodafone storm®.” Kevin Price, IT Director.