Drusillas Park Case Study | Infinity Group

Drusillas Zoo Park

CLIENT CASE STUDY

Drusillas Zoo Park2018-08-23T08:53:14+00:00

The South East’s leading tourist attraction with high visitor numbers and a passion to deliver outstanding customer service.

Drusillas Zoo Park is an award winning children’s zoo located in East Sussex. With 400,000 visitors a year, the zoo houses a wide range of animals, educational exhibits and theme park rides as well as catering outlets.

With high call volumes, Drusillas needed a replacement business telephony solution that offered more functionality that it’s predecessor as well as increased reliability.  For efficiency, they wanted the ability to manage their telecoms functionality such as call routing and message on hold themselves as these often need changing at very short notice in accordance with weather/opening times and frequent promotional events.

Drusillas Requirements

Call recording
Message on hold
Call routing
Microsoft Outlook integration
Combination of handsets
Reliable Wifi network

Our Solution

Based on the detailed requirements Drusillas specified, our Telecoms Consultancy team proposed the Mitel MiVoice Office System. Installing IP phones in the busy membership services office and analogue extensions in the remote areas of the zoo where no additional functionality was required.

The Mitel MiVoice Office 250 is easy to manage and fully accommodates their needs to frequently change their call routing and pre-recorded message on hold at short notice.

We installed the Mitel Phone Manager Application to enable full integration with Microsoft Outlook and equip all users to control their phones directly from their computer screens. This useful application identifies callers based on the information stored in Outlook and offers a click to dial feature omitting the need to manually dial numbers to make outgoing calls. It also shows what team members are on/offline or busy at any given time as well as several other useful features.

We developed an innovative call routing solution to streamline their incoming calls and reduce the number of similar telephone enquires. The new Mitel MiVoice telephony system cleverly records the day and time of each call before offering them a variety of bespoke options and the auto routes them to the correct message eg. Opening times or ticket prices for that specific day or another specified day, membership enquiries such as renewals and advertises promotional events.

As well as telephony we also installed and manage Drusillas public wi-fi network.

We continue to work with with Drusillas on an ongoing basis.

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