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The challenge

DamartMail order company Damart needed to maximise the effectiveness of its 0871 customer order line. Key areas for improvement included customer service, improved control over its telephony lines, improved data gathering and measures to boost revenue. The challenge was complicated by the fact the company only has two windows of opportunity a year to change their 0871 number.

The solution

TalkTalk Business created an Interactive Voice Response (IVR) system controllable by Damart via a secure online portal. As well as boosting reliability, the new system allows Damart full control over its telephony lines and better online reporting options. By changing to a new 0871 number, the call rate agreed was also highly competitive.