Grey Technology (Gtech)

Grey Technology Limited (Gtech) is an independent design, development and distribution company founded in November 2001 primarily to market a range of innovative household appliances.  Such was the popularity of the company's marketing activity, the Gtech brand rapidly established product lines in many leading UK stores such as Comet, House of Fraser, John Lewis and Selfridges.  However, with this success came a headache; how to provide consistent service to a large and growing customer base.  Gtech found the answer with mplcontact.

24 Hour Customer Service

Whilst delighted with the success of their products, Gtech had no intention of resting on their laurels and knew that they must turn their attention to post-sales support for their ever-increasing customer base in the UK and Ireland.  With more retail outlets stocking their products, the potential was that high volume sales to new customers could rapidly swamp their relatively small customer support department. 

Gtech approached mplcontact with their broad requirement for a 24 hour helpdesk, which would, critically, feature live call handling at all times.  This 24/7 customer service support would be the ‘added value’ element for every product the company sold.

As mplcontact's network of six UK contact centres operates as standard on a 24 hour basis, providing Gtech with a live customer service and support line to handle both daytime overflow and all calls outside of their office hours, was a relatively simple requirement.  The ability to combine frequently asked question responses with first line tele-fixing procedures for technical support was invaluable, the latter being especially important to Gtech’s drive to provide high quality and effective customer.

Although still a relatively small design and innovation company, Gtech were always keen to think like a large enterprise; aspiring to provide the best service and multi-tier support for their customers and stockists was part of this strategy and has proved hugely successful judging by feedback from customers and retailers.

Dave Matthews, Managing Director of Gtech, explains: 

“This is the second time Gtech have used mplcontact for a call handling solution. The first solution comprised a sales enquiry and ordering line; this time, the solution is for our retail support line. With over 8,000 customers using this service, all the feedback has been positive.  mplcontact worked quickly and effectively to set up the service and ensuring all our requirements were covered. mplcontact account management and operational staff have always been highly professional and have developed solutions which answer the problems inherent in operating a customer service line.   I would certainly recommend the call centre services that mplcontact offers; I feel that mplcontact played a significant role in helping us win major retailers as new customers.”

Benefits

• QUALITY – Gtech can provide the highest quality customer service to every end user at a time to suit them.
• RELIABILITY – Gtech can meet the service expectations demanded by the major retailers stocking their products.
• COST SAVINGS – Gtech benefit from considerable cost savings in terms of staffing and administration.