Rainbow Telecom has revolutionised the telecoms systems of the world’s largest on-line bike store, helping provide its customers with a first class service.
Rainbow, Northern Ireland’s largest independent telecoms company, installed a complete business solution which includes calls, lines and systems for Chain Reaction Cycles, which employs around 350 staff in Doagh, County Antrim.
Through the installation of a new telephony system, Rainbow has helped the specialist cycling business save up to 40% on calls as well as improving customer service.
Stuart Carson, Head of Account Management at Rainbow, said: “Chain Reaction Cycles has had huge success across the world and we want to help them build on their excellent reputation for quality and service.
“As well as saving the company 40% on calls, our systems enable Chain Reaction Cycles to monitor how many calls they are taking, how long they last and the number of missed calls so that they can improve response times and run their business more efficiently.
“We also hope to introduce a virtual queuing system so customers who phone at peak periods can be called back rather than having to wait.”
Still family owned and managed, customer service continues to be the key focus. Sandra Pryce, Customer Operations Manager at Chain Reaction Cycles, said: “We looked at several options to improve our telecoms but were most impressed with Rainbow as they gave us a lot of confidence in how they could cut costs and help us provide much more professional contact with our customers.
“The system they installed presents a positive image of the company and enables our customers to contact us with a minimum of effort. That allows us to continue to provide the personal and efficient service that is at the core of our business values, even if the customer is on the other side of the world.
“Rainbow supplied the new systems very quickly and has given us a lot of support. It’s clear that this is not just a one-off sale but that our business continues to be important to them. There is always someone there to give us assistance, which is vital.”
Employing more than 55 staff, Rainbow has over 5,500 business customers throughout the UK and Ireland, including 37% of Northern Ireland’s top 100 companies.
Rainbow Telecom offers Network Services, VoIP, Broadband, System Maintenance and telephone equipment to private and public sector customers.
First Published: 08 Jul 2010