Poole 30 June 2021 -- Nasstar is pleased to detail how it has helped tools and building supplies retailer Toolstation adapt and overcome disruption during the global pandemic by delivering a secure remote working solution at speed. Nasstar’s solution has been a lifeline throughout the pandemic as call volumes have increased by as much as 1000% due to online orders and use of services such as click and collect.
In March 2020, Toolstation was forced to close its 450+ UK branches and contact centre. Immediately, the pressure was on to adopt a solution that meant staff could work remotely and ensure they could effectively and efficiently manage a rapid influx of phone-based enquiries from the safety of their own homes.
Nasstar had installed its hosted telephony solution, Talk, to replace the previously restrictive telephony solution, in addition to Nasstar Contact, a cloud-based contact centre. The solution has ensured that Toolstation agents and systems are PCI DSS compliant from any location, meaning that customer data is always secure.
Paul Spencer, Head of Customer Experience at Toolstation comments: "During times of disruption, it is comforting to know that we have a partner like Nasstar to turn to for help and guidance. The team was able to respond rapidly to our needs, ensuring operations could continue to run smoothly. As a result, we now have a solution that not only allows us to work remotely, but also delivers additional benefits in terms of efficiency and productivity, whilst completely de-scoping our agent desktop environments from PCI DSS whether working within our contact centre or remotely from home. My thanks to the team for pulling off a great service in such a short space of time."
Published: Thursday, July 1, 2021
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