Toolstation
With online sales dominating, we helped The Works deploy a robust and reliable network infrastructure and comms solution to enhance connectivity and reliability.
CLIENT
Toolstation
INDUSTRY
Retail
SERVICE
Contact Centre
The client
The challenges
The pressure was on to immediately deliver a solution that facilitated contact centre staff to work remotely and ensure they could effectively and efficiently manage a rapid influx of phone-based enquiries.
As a current Nasstar customer, Toolstation were already utilising Nasstar’s AgentPay to safeguard PCI-DSS compliance of payments processed over the phone, integrated with their existing on-premise telephony and contact centre solutions. However, this solution restricted staff to being in the office.
Following the government’s Covid-19 guidance which advised businesses to implement a working from home policy where possible, Toolstation asked for Nasstar’s help to deliver a secure remote working solution at speed.
Our goal
The outcome
Find out how our expertise could transform your organisation.
Seamless transition to remote
Nasstar enabled Toolstation to quickly shift to a hosted telephony and contact centre solution, allowing staff to work safely from home while maintaining high levels of customer service and PCI compliance.
Enhanced agility and business continuity
The hosted solution gave Toolstation the flexibility to respond to government work-from-home guidance and continue operations without interruption during temporary branch closures.
Scalable support for increased customer demand
With contact centre traffic surging by up to 1000%, the new system scaled effortlessly to handle the volume. Toolstation maintained service quality and even introduced new channels like Web Chat to improve customer access.
Improved visibility and decision-making
The solution’s reporting module provided real-time insights through an intuitive dashboard, empowering managers to track performance, manage remote teams effectively, and make data-driven decisions to meet evolving customer needs.
What Toolstation has to say...
"During times of disruption, it is comforting to know that we have a partner like Nasstar to turn to for help and guidance. The team was able to respond rapidly to our needs, ensuring operations could continue to run smoothly. As a result, we now have a solution that not only allows us to work remotely, but also delivers additional benefits in terms of efficiency and productivity, whilst completely de-scoping our agent desktop environments from PCI-DSS, whether working within our contact centre or remotely from home. My thanks to the team for pulling off a great service in such a short space of time."
Paul Spencer
Head of Customer Experience
•Toolstation