We have helped numerous businesses in the retail sector transform their communications with the power of iPECS. Whether you're a local shop or part of a large retail chain with multiple locations, iPECS provides flexible and scalable solutions to meet the demands of the industry. Explore our case studies to see how iPECS is helping retail businesses stay connected and deliver outstanding customer experiences.
Redbrick Mill
This rapidly growing furniture retailer needed enhanced communication to manage and support their growth. iPECS delivered it.
One Stop Promotions
This promotional merchandise vendor needed to improve collaboration across two sites. iPECS made it easy.
Case study: Redbrick Mill
Redbrick Mill is a furniture retailer operating on in the North of England. With over 40 concessions operating under their roof, efficient communication between staff and customers is key to ensuring continued smooth running of the business.
Before implementing iPECS, Redbrick Mill struggled with supporting their growing number of concessions effectively, with limited connectivity between locations and complex phone system operations for customer-facing staff. There was also inconsistent features and functionality across their business sites.
The existing phone system couldn't keep up with the growing number of concessions, making it difficult to manage communication effectively as the business expanded.
There was no seamless connection between the concessions, leading to communication barriers and inefficiencies across locations.
Customer-facing staff found the phone system difficult to use, slowing down their ability to handle customer inquiries and manage day-to-day operations.
The business needed a unified system that could support both sites under one platform, ensuring smooth communication across all locations.
Each concession had different phone system features, creating a lack of consistency in service and making it harder to manage operations across the business.
Since moving to iPECS, Redbrick Mill has seen significant improvements in operational efficiency and communication. Their previous system made it difficult to transfer calls between the front desk and concessions, but the new system has streamlined this process and drastically reduced call costs. Staff can now easily add new handsets, improving agility and responsiveness. Onboarding new concessions is faster, and the improved integration has made Redbrick Mill more attractive to concession operators, enhancing their competitive edge. The unified system across both sites has fostered better collaboration and made staying in contact with staff more efficient and cost-effective.
The new system makes it easy to transfer calls between the front desk and concessions, streamlining communication and improving customer service.
Reduced call costs have been achieved thanks to operational improvements and lower SIP call rates, enhancing the business's bottom line.
Staff can quickly add new handsets, boosting the business's ability to adapt to changes and respond to customer needs.
Onboarding new concessions is now quicker and easier, improving integration and making Redbrick Mill a more appealing location for concession operators.
Using the same system across both sites allows for easier communication between staff, fostering a new culture of collaboration and making internal coordination more efficient.
Case study: One Stop Promotions
One Stop Promotions are a leading UK supplier of promotional merchandise and custom printed gifts. With thousands of products, alongside a worldwide sourcing network, 30 staff work throughout the warehouse and office.
One Stop Promotions faced several communication hurdles as the business expanded. They needed a system that could handle the growing team, including remote workers, while also reducing high monthly costs. Their existing system lacked key features, such as the ability to integrate overseas employees and provide management with full access to the system when travelling. Additionally, the team had no real-time visibility of each other’s presence, making communication inefficient and limiting collaboration.
The business needed a flexible communication system to accommodate remote workers and support an expanding team.
One Stop Promotions was paying high monthly fees for a system that lacked essential features, leading to a need for a more cost-effective solution.
The company needed to integrate international employees and ensure that management could access system features during travel.
The absence of real-time visibility into staff availability led to inefficient communication and a reliance on email.
One Stop Promotions adopted a more flexible, cost-effective communications system that addressed all their needs. The new system integrated remote workers seamlessly and allowed management to access features while travelling. The introduction of the UCS desktop and mobile apps provided real-time visibility of staff presence, enabling quicker, more effective communication. The system also reduced call costs by utilizing Wi-Fi for international calls, and features like click-to-dial sped up communication and reduced errors, significantly boosting productivity.
The UCS desktop application enabled real-time presence visibility, improving communication and collaboration across the business.
The UCS mobile app allowed remote and international workers to access the full range of system features, improving communication on the go.
Wi-Fi-enabled calls through the new system reduced expensive international call rates, making communication more cost-effective.
The click-to-dial feature streamlined outbound calls, reducing dialling errors and speeding up communication, especially for the sales team.
Hunt groups, voicemail to email, and better call routing increased overall business efficiency and responsiveness, ensuring customers were directed to the best person quickly.