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Accent Blinds has risen from a small
family-owned decoration business to one of the leading
blind manufacturers in New South Wales. Today the business
employs 350 staff in nine offices across NSW and Victoria.
Accent Blinds wanted to drastically improve customer service
levels. And it was experiencing a loss of income due to
unsatisfied customers, it had poor or no reporting tools
and a high cost of ongoing maintenance and support for
the existing communications system.
Accent Blinds selected Avaya IP Office, CCC Call Centre,
VoIP networking to remote showrooms, Avaya Voicemail
Pro and Wireless IP handsets in the factory to improve
its customer service levels and give increased functionality
to staff.
Customers now have the choice to wait or leave a message,
which can then be converted and sent via email to Accent
Blinds staff for follow-up Call answer times have reduced
from an average of 90 seconds to 15 seconds. Contrary
to the industry in 2005 which saw most suffering losses,
Accent Blinds’ sales grew by 50% in the first month
after implementing the Avaya solution. In addition,
it has saved tens of thousands of dollars per annum
in call costs using Avaya VoIP technology between its
interstate and regional offices.
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