Music on Hold Case Study

Keeping people on the Line...

Kenneth Underwood runs small independent department store Marsh Co. in East Anglia. When he found that he was having trouble trying to keep holding on the customer service line, he contacted 5G to find a solution that would work well for his business.

The NEED:

Marsh Co. is an independent department store based in East Anglia. An important factor within their business, is the customer service line. From here customers call in to find out about specific products and also to make general enquiries about the store.

As the store is a small independent business, they employ only one line for this customer service line. As the business has grown, this has increasingly become a problem for the store as customers are finding it hard to get through the busy line to speak to somebody.

Store general manager, Kenneth Underwood speaks on this problem: "Unfortunately, we had been increasingly getting bad reviews from our customers of our telephone customer service process. What many customers were finding was that they were calling up and being faced with an engaged tone, so they just hung up. It was very hard to keep track of the people calling in."

The SOLUTION:

Because Marsh Co.'s problem was so specific, in that they were losing customers to engaged tones, we were able to find the perfect solution to their problem. 5G provided the store with a state of the art, bespoke Music on Hold solution for their business phone line. The great thing about the solution that we offered the guys at Marsh Co. was that they could hand pick the content that they wanted to go into their on-hold solution.

General Manager Kenneth Underwood explains: "When 5G explained the capabilities of the Music-on-Hold solution to us, it was a great relief. We were expecting just some cheesy music to let customers know that they were in a call queue, but now we are able to give standard info on products, inform customers of their position within the queue and more... all while the customers are on hold. I can't tell you how much of a difference it has made to business!"