In January 2009, The Guardian newspaper teamed up with Cisco and PA consulting Group in an experiment to introduce a new communications system to a small business, the travel company, Black Tomato.
The technology has now been installed and, in a blog on the Guardian website, Tom Marchant, one of the company’s owners has described the benefits the business is seeing from the new system.
Tom outlines how, ‘a creaking telephony system has been replaced with a setup that has improved customer service and created efficiencies." As a result, Tom has seen satisfaction levels increase both internally and externally, saying "Seeing the great feedback from customers on our speed of service and ability to be more accessible has been wonderful." He goes on to thank all those involved and pays a particular tribute to PA’s IT and change management specialist, David Elton, who has helped Black Tomato with this project. Tom says, "Another big thank you must go to David Elton. Having access to his invaluable expertise made the whole process remarkably stress free and played a big part in ensuring the success of the project."
Please click here to see Tom Marchant's first blog.