Case Study: Boxclever

About Boxclever

Boxclever is a TV and domestic appliance rental company with a national presence. Headquartered in Bedford, with warehousing and refurbishment based in Wigan, the company is an amalgamation of many well-known brands such as Granada, Radio Rentals, Visionhire, Rumbleows, Redifussion, DVR and DER. Having undergone a number of transformations as a business, Boxclever has an illustrious history that dates back more than 50 years.

Boxclever's shared purpose as a business is to earn loyalty by putting our customers first. To do this, they are committed to a set of key ‘Values’ which were defined by both employees and management. The core principles and behaviours are something that all employees identify with, aspire to and operate within. Boxclever has been working with Wavenet to develop its technology to support these values.

The Challenge

The challenge for Boxclever was adapting to the new business environments and the demands this brought with it. IT investment in infrastructure, and particularly telephony, was limited in the following 7 years after the closure of its high street stores as any change was viewed as complex and the business risk too high.

Head of Central Operations, Dominic Di-Folco said:

“Our needs as a business had changed and the scale of our customer service operations had reduced considerably but we were still operating the telephony and contact centre infrastructure that would befit a far larger organisation. Naturally, the costs associated with this setup was significant and we needed to adopt a far simpler and economically viable solution. We also needed to gain all the cost efficiencies without losing established functionality.”

The Solution

Following several meetings with Wavenet, Boxclever selected a Mitel multichannel contact centre utilising intrasite VOIP and a reduced number of ISDN trunks. The replacement of two large Option 81 installations with a total of 6u server rack space, not only provided significant space and efficiency savings, but also enabled a seamless migration of services over a single weekend when the head office moved site.

The downsizing and replacement project was very successful and the Mitel solution continued to support the business needs well over the next five years. Advanced contact centre features like customisable reporting and whisper coach facilitated technical product experts with the ability to easily assist Boxclevers’ Customer Care staff in helping customers overcome their difficulties. Boxclever wanted to make further enhancements to resilience and further simplify the contact centre.

The Results

The fact that Wavenet is a Mitel UK Platinum partner gave Boxclever the confidence to turn to Wavenet to deliver a solution that would meet his needs. Wavenet have a solid track record of business transformation and cloud migration projects and so when Boxclever sought a cloud-based solution, staying with Wavenet was the obvious choice.

Boxclever were actually one of the first Mitel cloud customers in the UK thanks to their ability to effectively manage their ICT estate. Adopting the solution ensured it remained capable of supporting the needs of their business, empowering them to offer a best in class customer experience.

Through our work together Boxclever has been able to take advantage of the following results: