Frontline Bathrooms and Smiths Briten have made a further investment in the efficiency and responsiveness of their operations with the introduction of a new Cisco Webex telephone system, creating a more seamless experience for customers across both businesses.
The upgrade forms part of an ongoing programme to strengthen service performance, with improved call handling, faster response times, and better visibility of customer touchpoints. Both companies now operate from the same integrated system, ensuring that calls can move between Frontline and Smiths Briten as smoothly as any internal transfer.
The new platform offers a range of features designed to enhance the way customer enquiries are managed. Teams are now able to transfer calls between internal and external contacts with ease, return missed calls without delay, and identify incoming callers before answering. The system also allows both businesses to access insights into call trends throughout the day, helping to predict busier periods and allocate support more effectively.
In addition, the ability to monitor call answer times is enabling teams to track performance in real time and refine processes where needed, reinforcing the commitment to continual improvement.
Darren Allison, managing director at Frontline Bathrooms and Smiths Briten says: “We are continuing to invest in the areas that make a measurable difference to our customers. The move to Cisco Webex gives our teams greater flexibility, clarity, and visibility when managing calls, which in turn allows us to provide quicker, more efficient support. Having both businesses aligned on the same system has transformed internal communication and ensures that our customers reach the right person without unnecessary delays.”
The investment follows a series of wider improvements designed to streamline operations across both companies, reflecting their shared goal of delivering a consistently high standard of service to retailers, merchants, and partners nationwide.