Hotter, the UK’s well-loved shoe brand was established in 1959 and have been dominating the footwear industry ever since. Manufacturing world-class products from their factory in Lancashire with over 1,000 workers and an ever-expanding footwear collection. Hotter’s commitment and passion for high-quality footwear has led them to become the largest shoe manufacturer in the UK.
The Challenge
Hotter’s existing BYOD policy was not allowing teams to be as productive as they could be. Staff would miss calls while working remotely or visiting clients and cross collaboration between separate teams needed to be improved.
Hotter’s e-commerce site was a key focus and needed to stay operational throughout the implementation, with no loss of service, especially the chatbot and messaging services.
“To meet with our growth demands in the UK and Worldwide we needed a solution that would complement our business growth strategies. Our existing legacy platform was unable to support this. The Unify Solution has given us the foundation for our current and potential future requirements.”
– M Adamson – Head of IT, Hotter Shoes
The Solution
Hotter chose to implement a variety of Unify solutions including:
- Basic Voice
- Standard and Unified Messaging
- Call Centre Interactive Voice Response
- Unified and Web Collaboration
Several 3rd party solutions were also incorporated:
- Call Accounting & Reporting
- Contact Centre Call Recording
From consultation to completion, the solution was project managed throughout with regular client contact. Further, IC Group’s Service Delivery Manager ensured all staff had the understanding to use both the new platform and collaboration services to their full potential.
“From the outset, IC Group UK has been a constant presence and proactive in meeting our requirements. Throughout the whole process, the personal and flexible approach we have received from the team has been fantastic. Multi-contact handling in our Contact Centre has given our worldwide customer base a broader choice in how they choose to engage with us.”
– P Swarbrick – Contact Centre Manager, Hotter Shoes
The Results
Through this transformative approach, Hotter has significantly enhanced the user experience for both staff and customers. The Unify Solution now enabled Hotter to collaborate more effectively and take calls from mobiles and computers just as they would from their office phone, enhancing the previous BYOD programs and further establishing new ways of working from anywhere.
The addition of hosted SIP Trunks complimented the Unify Solution have also provided cost-savings and enhanced resilience that ensures that Hotter can optimise their efficiency and can rest assured that their telephony and connectivity service will not let them down.
