The Customer: Gtech
Gtech (Grey Technology Ltd) is an independent, UK based designer and manufacturer of cordless appliances such as vacuum cleaners and floor sweepers.
The company was founded by Nick Grey in 2001 and has become known for pushing the boundaries of innovation with their line of cordless vacuum cleaners, cordless floor care and cordless garden tools. As of 2014, the company had sold over 22 million products worldwide
The Challenge: Working at full capacity
In order to handle the high volume of calls they were experiencing as a start up business, in 2004, Gtech turned to mplcontact to ensure that they never missed an order, and could offer their customers the best level of customer support at the superior level that had become synonymous with the brand.
Gtech wanted a solution for their customers that meant that if the in-house team were working at full capacity, their customers would always receive a prompt response and be well looked after.
The Solution: Outsourced customer service support
This solution was established when Gtech began working with mplcontact over 10 years ago, creating an outsourced 24-hour sales order line to support every product the company sold in the UK.
Working alongside Gtech’s in-house team, mplcontact were able to handle general product FAQs and technical queries, as well as provide expert pre and post-sale customer service solutions, and upsell to customers. With access to Gtech’s delivery partner portal, mplcontact agents have been able provide exactly the same support to customers, even when the in-house team were at full capacity.
The Result: An award winning, multi-million-pound company
Working in a close partnership, mplcontact have been there for Gtech when they needed them the most. In one instance, mplcontact were on hand to offer flexibility and take on 70% more calls during an unexpected busy period.
With support from mplcontact, this innovative company have been able to grow at a staggering rate, launching new products such as the AirRAM cordless vacuum cleaner in 2012, expanding their in-house contact centre to an 80 seater and winning awards such as the Queen’s Award for Innovation.