Founded in 2006 Medstrom has successfully positioned itself as a leading supplier of stainless steel medical equipment to the NHS, focusing in particular on specialist trolleys, infusion stands and other bed accessories. At the beginning of 2010 Medstrom took over the management/servicing of beds/mattresses within several hospitals with the UK.

ICS set up an Out of Hours support service which handles various types of calls for Medstrom’s clients which include call outs for repairs and faults, new orders, product removal and general calls

A bespoke script was setup to capture the caller’s details and Fault/Order information. Individual web based calendars are used to hold contact details for the on call technicians. These are available to access and update at any time by Medstrom ensuring the call out procedure is always accurate.

Testimonial from Dawn Hutchinson – Operations Representative at Medstrom

"Since we started working ICS, they have constantly strived to meet our ever changing needs in a timely and cost effective manner. Our business needs often require us to make changes to our scripts quickly and ICS have always been extremely helpful. Their staff are always professional and I would have no problems in recommending this company…."

The Connexus Group approached ICS back in April 2009 requiring an out of hour’s reception/call out handling facility. Connexus provide services to many leading Insurance Brokers, Insurance Companies and Intermediaries and they specialise in Private Client and Commercial claims services, it was therefore essential that their chosen provider was professional with a proven and consistent service delivery record. ICS provide a bespoke solution to The Connexus Group which ensures that they remain in touch with their clients, 24/7 365 days a year.

Chris Edwards – Manager at Connexus

“ICS have been providing us with a truly effective out of hours call handling service for almost 3 years; this enables us to keep in touch with our clients around the clock. We would have no hesitation in recommending their service…..”

MOT 2U offer a service which works around you, they will come and pick up your vehicle where ever you are, whether it be at home or the golf course, and then you vehicle is returned to you once the MOT is complete

Requirement

MOT 2U started service with Answer-4u Corporate July 2009. Their requirement was for MOT bookings, cancellation and amendment notification and general message taking. Since then we have expanded along with MOT 2U who now have 15 franchises in England.

Solution

Our dedicated script Writers have been able to integrate their own web based booking system onto our scripting system, which enables our agents to book MOT’s and send them directly to the appropriate franchise. We also take general messages and our scripting package allows email notifications to be sent directly to the franchise in question.

They have recently started advertising on a well known web site to offer MOT’s at a discounted rate a certain franchise’s and as this company continue to grow, ICS continue to grow with them.

Nick Pye – Director – “Answer-4u Corporate are simply excellent. The quality of the service stood out from the first time we spoke, and still impresses our customers. We had been using them for at least a month when we realised that the calls were being answered 24/7…we had no idea!

I can whole heartedly recommend them"

Requirement

Equidebt approached ICS in April 2004 in need of a call handling solution for overflow and full site transfer to cover meetings.  They also requested that we become their disaster recovery plan.

Solution

ICS created a script with Equidebt which ensures details are captured from callers and then emailed directly to Equidebt.  Due to the type of business Equidebt were looking for agents who were highly skilled in handling irate and emotional callers and we were the perfect solution.

We provide call handling which is pre-arranged to cover monthly meetings but due to an inventive staffing solution ICS are able to handle and respond to disaster recovery taking all calls at very short notice.

Marc Hicks – Dialler Manager – “ICS have provided us with years of great service, meeting our needs at short notice and providing great customer service”

"We outsourced our new 24/7 Rug Doctor carpet cleaning machine telephone rental bookings to ICS group company Answer-4u Corporate earlier this year, which freed up our Customer Service team to concentrate on their day- to-day customer service duties, whilst also giving us evening and weekend cover to the bookings service.

The success of the service has been one of the determining factors in Tesco rolling out the Rug Doctor rental program from their Tesco Superstores to the even larger Tesco Extra stores.  We originally used Answer-4u Corporate for handling sales enquiries generated from our TV Infomercial advertising a few years ago and it was the positive experience we had with them on this that meant we had no hesitation in using the professionalism of their call centre agents again. We would be happy to recommend Answer-4u Corporate.”

Paul Fildes, Rug Doctor Limited

“We have been very pleased with all of our interactions with Answer-4u Corporate and would consider them key to the success of our helpline service since its launch. We have enjoyed excellent communications and support (even having a member of staff agreeing to take on scripting work over a bank holiday weekend). They have been responsive to our requests and have played a positive role in help shaping our services through their extensive industry know how. On those rare occasions when issues have arisen, resolution has always been rapid. We would have no hesitation in involving Answer-4u Corporate with any of our future projects.”

Brian Patterson

Operations Manager

Toxcall Ltd

“I’ve been using the services of ICS’s Answer-4u Corporate brand for a number of years and they continue to exceed my expectations. The A-4u Corporate team are extremely professional, adaptable and set similar high standards for their staff as I do for my own. If I have any queries or requests with my call handling script they are always handled immediately to an exceptional standard – I even receive regular proactive emails suggesting areas where we can improve further!

I regularly login to my A-4u Corporate online account to listen to calls that have been recently recorded. This is an excellent feature and most of all gives me piece of mind as A-4u Corporate are prepared to be so transparent.

I have no doubt that A-4u Corporate have had a huge part in the successful growth and development of my business over the last few years – we haven’t looked back!” – Mark Brogan, Lifestyle Letting Agency