Preston North End FC has made sweeping changes to its telecoms operation in a bid to give supporters a better customer experience, especially during busy times of the season.
The Championship side has drafted in Elite Telecom to provide an integrated business telecoms package, including a network interactive voice response (IVR) system, call queuing technology and a brand new landline infrastructure throughout its Deepdale Stadium.
The Lancashire club, one of the founder members of The Football League, hopes the new framework will allow them to manage ‘spikes’ in call activity during busy periods such as the end of season Play-Offs or high profile cup matches.
Other features of the new telecoms operation include the conversion of their existing 0870 numbers to new 0844 equivalents and the implementation of new ADSL lines for news feeds in and around the stadium.
Simon Cutler, European Sales Director at Elite Telecom, said: “This new arrangement demonstrates the value of a tailored approach to a business’ telecoms operation.
“Services such as network IVR are essential to a club of its size that wants to give its large and loyal fanbase a positive customer service experience.
“Preston North End was dealing with a handful of different suppliers, which was causing a real headache administratively as well as hitting them in the pocket. Our package allows the club to maximise its cost efficiencies and enjoy a clear, transparent overview of their system.
Ben Rhodes, general manager at Preston North End, said: “Our aim is always to provide our fans with excellent customer service to meet their needs as supporters, as without them we would not succeed – they deserve the best and that’s what we’re continually aiming to deliver.
“The new telecoms system should ensure that, when supporters call the Club, they no longer have to suffer long delays or the frustration of being cut off or told to call back later.
“We identified our telecoms framework as an area in need of remedy and we were happy to find a provider that gave us what we needed, not simply what they wanted us to have. We were also aware of Elite’s pedigree with other clubs, which represented an obvious advantage.”