More and more retailers are replacing their legacy PBX systems with future-proof communications platforms that are hosted in the cloud. With little upfront investment, no need for complex on-premises hardware and no maintenance, these solutions scale up and down according to demand, and extend when additional stores open or the business expands into new geographical areas. This allows retailers to control costs, standardise technology across locations and at the same time, react to customer expectations with maximum agility.
Leading cloud telephony platforms such as Cloudya by NFON are highly reliable, highly available and secure. They make it easy to reach out to the customer, and easy to be reached. Because the telephony features can be accessed from anywhere, anytime and on any device, staff working from home during the pandemic can deliver the same standard of customer care as usual, routing calls to a colleague’s mobile phone in the store when necessary. In addition, integration with popular tools such as Microsoft Teams improves internal collaboration.
Customer service can be improved and partly automated with dedicated, multi-channel contact centre solutions such as NFON’s Ncontactcenter, while performance monitoring tools such as Nmonitoring Queues allow retailers to identify areas for improvement.
One brand that has made cloud telephony an integral part of its digitalisation is Fressnapf, Europe’s leading pet product retailer. Fressnapf has been relying on NFON’s cloud solution since 2018. For Benjamin Beinroth, Senior Vice President IT & Processes, Fressnapf Group, “business communication from the cloud is indispensable as part of our consistent digitalisation of the company. In addition to our national franchise partners, the employees of our national companies also benefit significantly from stable and high-quality systems.”
Switching to a cloud telephony system can unlock many benefits for retailers, including streamlined processes, more flexibility, more efficiency and considerable cost savings.
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