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Case Study:
Signs Express

 


Industry Sector

B2B Retail 


Client Objectives

To generate new business opportunities whilst creating a consistent, professional outward face to the business. 


Signs Express

Through more than 25 years of sustained growth, Signs Express has developed into the largest sign company in the UK and Ireland – with more centres than any other business in the industry.

Through its network of franchises, Signs Express is uniquely positioned to meet the needs of its customers. Enjoying a national reputation for providing quality products and supreme customer service, Signs Express combines total coverage with local knowledge to offer its clients the most effective sign solutions.


The Challenge

There are 75 separate franchise businesses operating under the Signs Express banner, and each business runs its own systems for inbound calls and outbound telemarketing/localised marketing. With such a diverse portfolio of business types, sizes and approaches, Signs Express recognised that the different methods of generating new business were vast and had wildly varying success rates.

The Signs Express franchisees were also finding it increasingly difficult to answer every phone call whilst designing, producing and delivering their customer’s signs and therefore felt that sales opportunities were being missed.


The Solution

In 2014, Signs Express partnered with OpenContact to provide customer contact support to direct customer enquiries accordingly.

OpenContact’s agents act as a central switchboard on behalf of Signs Express. Calls are answered by live operators who take the caller’s postcode in order to locate their nearest branch and attempt to transfer them accordingly.

If there is no response, an email message is sent containing the customer’s contact details and nature of their enquiry to allow the branch to contact them to discuss their requirements.


The Result

By acting as a central switchboard, OpenContact have been able to handle and direct incoming new business enquiries to the relevant branch, which has in turn helped franchises to manage their workloads and maximise sales opportunities and improve the overall Signs Express customer experience.