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Keeping the coal fires burning

Friday, June 19th, 2009

STL and Brooks Deacon have worked together to provide an improved communications system for CPL, who is the country’s largest coal merchant. CPL has 40 depots nationwide that offer a local service to over 90,000 regular customers, supplying a complete range of coal and smokeless fuels to households, commercial outlets and industrial customers.
With a head office and call centre in Chesterfield, CPL relies heavily on good communications. Brooks Deacon and STL worked together to provide a complete review of CPL’s telephony with the aim of improved efficiency and cost savings.
Rachel Brooks of Brooks Deacon commented,” CPL is a long standing client of ours and over the years we have managed to save them thousands of pounds by making sure that they have the very latest telephony solutions. We partnered with STL who have outstanding experience in systems, lines, calls and mobiles.”
Following a complete review of the existing telephony, STL recommended a Samsung 7400 OfficeServ system that offers the benefit of a bespoke solution to meet the individual needs of a multi-site organisation such as CPL, incorporating IP and enhanced networking technology. CPL is in the process of rolling out Gamma FeaturePlus VoIP into each of the distribution depots, which will mean that all communication between head office and branch sites is free. Virtual numbers will be used across the whole organisation to make calls more flexible. In the CPL call centre, STL has installed CMS professional call centre software with wall boards to show call stats, including calls in queue, waiting time, agent status and total calls received.
“The CPL project is a prime example of two successful companies working together,” said Phil Donigan, Sales Director of STL’s Network Services Division, “STL’s expertise combined with Brooks Deacon’s relationship with CPL has provided them with significant cost savings.”
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