BOLTON WANDERERS FOOTBALL CLUB

Gareth Moores, commercial director, for Bolton Wanderers Football Club: "Our Ticket & Membership office is our primary interface with customers. Any football club will experience huge peaks and troughs in calls as opposed to a regular and reliable stream of customers. We were looking for a call handling system, which would keep our customers informed."

Totem enhanced the existing call handling service to offer a call back option, which is built into the 0871 system. This involved Totem's voicemail to email technology, where the customer left a message to be phoned back. This was then emailed to the Ticket and Membership Office. When a representative became available, they called back the customer, relieving any frustrations and making the caller feel valued.

Says Gareth Moores: "This has resulted in improved levels of customer service and increased customer focus. We now have less frustrated customers, which means a significant reduction in the number of complaints. This is a good measure of the success of the system!"

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