Screwfix Direct Calls on The Logic Group
11th January 2006 – Fleet, Hampshire: Screwfix Direct, the UK’s largest supplier of trade tools & hardware, and part of the Kingfisher Group, has again chosen the Logic Group to assist in the upgrade of its contact centre facility at the company’s new headquarters in Yeovil, Somerset.
The new Cisco IP Contact Centre (IPCC) is fully integrated with the company’s recently installed Cisco IP Telephony platform and Extreme Networks data network infrastructure enabling seamless integration with existing and new core systems. The service is scheduled to go live in Spring 2006 and will enable Screwfix Direct contact centre agents to have real-time and historic reporting of calls, predictive computer generated outbound dialling, and preview information about customer enquiries and records.
This is the third time that Screwfix Direct has called upon The Logic Group for consultancy and professional services expertise. The Logic Group specialists were originally asked to set up and manage the supplier selection process and to make recommendations for the network infrastructure. The second requirement was to project manage and assist in the installation of and migration to an innovative IP voice and data network, and the migration of staff onto the systems in the new headquarters building. As the first and second phases of the project were completed successfully, in record time and on budget this allowed Screwfix Direct to bring forward the third phase of the deployment - the new IP contact centre.
“We are delighted to be working with The Logic Group again, we have full confidence in their abilities,” said Simon Trowbridge, Screwfix Direct Technical Projects Manager. “Once this stage is complete, we intend to focus on the development and integration of our national distribution and trade counters throughout the UK. This will make it possible for us to have total visibility of our customers, regardless of how they contact us in the future.”
The new communications infrastructure is highly innovative, positioning Screwfix Direct as a leading edge operator. The network comprises six domains, each protecting different areas of the network. This approach was recommended in order to ensure the protection of Screwfix Direct’s data applications and to support voice and other real time high priority traffic. The main benefit of this solution is that it facilitates seamless telephone conversations with customers in the event of a partial failure of the network, even during a call.
“The IP contact centre allows Screwfix Direct to benefit from quicker processing of calls, reduced costs and improve the level of customer service provided,” concludes Richard Hutton, Infrastructure Consulting Practice Director, The Logic Group. “We are pleased to be continuing our partnership with Screwfix Direct and helping them satisfy their business objectives.”
Note to Editors
About the Logic Group
The Logic Group manages information and transactions securely for large and medium sized businesses across its European home market. The company delivers unrivalled business value to its customers through the secure provision of card transaction processing and communications infrastructure services, together with delivering comprehensive management information and customer insight.
The group has won a number of major awards including the 2005 Queen’s Award for Enterprise for the central role it played in the UK roll-out of EMV Chip & PIN.
About Screwfix Direct
Screwfix Direct, a wholly owned subsidiary of the Kingfisher Group, is the UK’s largest direct and online supplier of trade tools and hardware products. Its website at www.screwfix.com offers 24 hour access to thousands of products at trade prices available for next day and weekend delivery.
With over 30 years experience in the industry Screwfix Direct despatches tens of thousands of parcels every week to tradesmen, handymen, maintenance professionals and corporate customers throughout the UK.
The Somerset head office and contact centre, now employs close to 1000 people. Screwfix Direct also operate a new state of the art distribution centre in Stoke-on-Trent to ensure it delivers the Screwfix Direct promise of next day delivery service UK wide
