Case Study: Wolseley UK improves customer service and missed-call handling with Tollring iC360

Wolseley UK - Customer Case Study

Wolseley UK, a major plumbing and heating distributor, faced a challenge in improving customer service by addressing a high volume of missed sales calls across its 919 branches. After unsuccessfully piloting four other systems, they selected Tollring to implement a solution. The goal was to find a call reporting system that could provide real-time analysis to help branch managers resolve queries efficiently.

Tollring implemented its iC360 suite as a managed service, which gathered data from Cisco telephony systems to provide detailed, web-based dashboards. The solution gave branches real-time visibility into missed calls and enabled executives to generate in-depth analytics. The implementation was highly successful, requiring no capital outlay and receiving positive feedback from both staff and customers. Wolseley UK reported improved customer satisfaction and retention, a definite increase in sales, and is rolling out Tollring's system to all branches after a successful pilot in 23 locations.

Wolseley UK