Changing contact in the multichannel era
At Hillarys Blinds, the end-to-end customer experience has always been a priority. The retailer uses a direct-to-consumer approach with a nationwide network of 1,000 field-based advisors who undertake design consultations in customer homes before returning to install blinds, curtains and shutters. This is a highly successful model: the company currently sells and fits more than 30,000 made-to-measure blinds a week.
In such a business model, the contact centre is clearly pivotal. Staffed by 150 full-time employees across sales and service, the Hillarys contact centre manages both inbound and outbound traffic, following up quotes and resolving queries. It also supports field advisors when they're with customers by answering enquiries.
But as the multichannel era continues to see customer behaviour evolve, today Hillarys sees a 50/50 split in initial contact coming through the web and the contact centre. Hillarys offers customers a choice of online interaction – they can book appointments for an in-home consultation, or can buy online and measure and fit the blinds themselves. This presented a challenge to Hillarys.
In 2011 the Symposium system underpinning the contact centre reached end of support. With customers looking to contact the business via a range of channels, Hillarys wanted a solution that was better able to integrate and manage multimedia contact. After a comprehensive tender process, Hillarys selected the Avaya Aura Contact Center, running on the Avaya Communication Server 1000, implemented by Maintel.