Waterline’s telephony operations were unable to support their growing customer base and the non-geographical sales numberthat translated into their switchboard was constantly engaged. Waterline was concerned they were loosing new business and frustrating existing customers with lengthy on hold queues. Waterline's existing telephony supplier proposed a bigger hardware solution, which required a substantial financial and human resourceinvestment. Waterline suspected that their was additional sales capacity to handle incoming calls, but the proposed solution was unable to provide the management team with the visibility or facility to address the problem - Waterline needed to find a modern alternative.

Intelecom designed a simple consorte PULSE solution to automatically load balance-incoming calls between the four branches based on caller location. During branch opening hours incoming calls to the 0870 number were passed through a UK area plan. At the nearest branch location calls are put through a menu function and callers are able to select the department they need to speak to or be transferred to the operator.

In addition Intelecom designed VIP routing so Waterline’s largest customers are able to speak to the correct person with minimum queue time. When callers were on hold, Waterline was able to
maximise this opportunity by playing promotional sales messages. Intelecom provided Waterline with advanced functionality whilst maximising their current telephony technology. Intelecom's Consorte PULSE solution is able to run seamlessly along side existing hardware solutions with minimal disruption to existing resources.Existing specialist sales skills at head office could now be deployed at branch level with out any additional human resource investment.

Consorte SONAR statistics, provided Waterline with visibility of the number of calls handled by each branch so the capacity of call handling could be altered at branch level to react quickly to
operational changes.

Working with Intelecom has enabled Waterline to increase their sales revenue and customer retention. The solution continues to grow with Waterline’s expanding customer base with out
resource implication. So impressed from the initial roll out 3 years ago, Waterline has
recently expanded the solution to their three subsidiary companies.