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Case Study: Rinnai Australia

Supplier: Electrodata Pty Ltd
03 August, 2011

Following Rinnai's international origins dating back more than 80 years, Rinnai Australia was established in 1971 and since then has been providing Australians with the best solutions to their gas appliance needs.

Rinnai Australia has the world's most advanced heating systems and, as always, our pursuit is to provide you with the most energy efficient, advanced products for your needs.

To parallel with this desire in providing quality products to customers, Rinnai believes in deploying the best of breed in technology together with skilled personnel to offer equally good after sales service and support.

Combined with 1900 retail trade stores and resellers across the country, comprising of 40 agents and 8 experienced technical support staff, Rinnai stands ready to answer a range of questions, ensuring the smooth operation of their entire product range.

Utilizing an Ericsson voice platform with CCS call centre analytics, Rinnai also uses the Electrodata Voice recorder to ensure all communications are conducted with the utmost professionalism. It has the ability to verify information along with all associated data. Acting as a true witness to the transactions, all dealer purchases made telephonically are recorded and kept as proof of purchase, resulting in a legal transaction.

Sharon Thornton (National Call Centre Manager) states: "We have used Electrodata Voice recording as a training tool for everyone, which has been fantastic especially for our new staff to learn about our product and customers."

"Recording all calls is also a safeguard for our clients and certainly helps sort out quickly any queries or complaints. The recording is played back to the customer to quickly settle any dispute.

"Training the team is vital and having the staff listen to themselves, takes away any guessing if the job is actually being carried out correctly and if scripting is also being used," Thornton concluded.