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High Street Retailer Drives Superior Customer Service

High street and online retailer The Range has deployed a ShoreTel Unified Communications (UC) platform from Incom Business Systems (Incom). This will enhance staff collaboration and enrich the customer service experience. 

Unified Communications Solution

As their strategic communications platform, the ShoreTel solution supports the company’s UK and overseas expansion plans. It will provide a scalable, easily managed and feature-rich UC system across the entire business at a significantly reduced total cost of ownership.

The Range operates over 100 outlets nationwide and retails over 65,000 product lines across DIY, homeware, furniture, lighting and garden. The ShoreTel solution replaces their legacy PABX system. This supports almost 300 people and, ultimately, 4000 handsets across multiple locations including a multi-site contact centre. The newly consolidated communications infrastructure aids internal teamwork, allowing staff to enhance the customer experience. With a planned move to a new purpose-built headquarters for 700 staff, ShoreTel’s ease of deployment and scalability delivers immediate benefits to The Range’s IT team.

The Benefits

The major retailer benefits from simplified system management and intelligent routing. Therefore resulting in improved first call resolution and lower customer on-hold waiting times. Inter-office call charges have been eliminated. ShoreTel’s advanced features make communications faster and more efficient, with employees able to easily view colleague availability at all sites.

Ryan Yeoman, IT Project Manager at The Range, comments, “In Incom and ShoreTel, we have the perfect partnership that enables us to fly the customer service flag and deliver a first class service. Our customers speak to the right person first time. We are able to offer a level of service that sets us apart from the competition – a vital factor in these challenging and competitive times. We are benefiting from streamlined system management. As a result it will save us a great deal of implementation time and resources, with reduced total cost of ownership. Best of all, we have a solid communications platform that will help us realise our future growth ambitions.”

Grant Counsell, Corporate Sales Director at Incom, comments, “Across the twenty years we have partnered with The Range, we’ve gained an in-depth understanding of the specific challenges they face. Their ShoreTel deployment fully leverages the power of UC to enhance communications at every stage of the customer journey. The Range have a keen focus on delivering exceptional customer service. So they can now create an enhanced shopping experience that drives both customer acquisition and long-term customer loyalty.”

Get in touch


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We pride ourselves on offering businesses award-winning customer service and first-class advice on every aspect of business communications. We would love to learn more about you and your specific communications needs, so please get in touch.


Manchester University NHS Foundation Trust

The Trust has a long-standing relationship with Incom-CNS and considers them an important partner. The Mitel solution has delivered the increased resilience required for our critical services.

Premier Holidays

The Mitel solution from Incom-CNS has helped us to save money, improve our flexibility to manage seasonal demands, increase our efficiencies and deliver exceptional customer service.

The Range Superstores

Our customers can speak to the right person, first time, and this level of service sets us apart from the competition. In Incom-CNS and Mitel we have the perfect partnership.

Harley Medical Group

Throughout our relationship, I have found Incom-CNS to be very helpful and professional. I would not hesitate to recommend Incom-CNS to other companies.

Stafford and Rural Homes

The Mitel system from Incom-CNS will pay for itself in two years through significantly reduced management costs and savings on our telephone bill in the order of 20%.

Nine St John Street Chambers

We have worked with Incom-CNS for twenty years and trust their advice and technical capabilities. The Mitel platform is a reliable solution that meets our current and future requirements.

Ison Harrison Solicitors

Put simply, the Mitel Unified Communications solution deployed by Incom-CNS delivers less complexity, ease of use and a much lower total cost of ownership to Ison Harrison.

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