Only for men

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11 February 2019

Only for Men was already using VoiP, but was lacking some vital functionality such as queues, insight into statistics, fixed-mobile integration and stable connections. We implemented it all – and more. Because everything essentially comes together in this case. Connecting multiple branches, fixed-mobile integration, PoiP, EWAN connections, etc.

 

The challenge

The client has been using VoiP for a number of years but has been lacking the following functionality:
Insight into statistics, in terms of telephone traffic and for example missed calls.
Easy setup and modification of queues, etc.
Better reachability than with the landline in the store alone.
Improved customer experience in support-related questions due to knowledge about the caller.
Stability of internet connections.
VelzArt was honourably charged with the implementation.

The solution

Only for Men is a one-stop-shop for the modern man. Everything fashion and more under a single roof. We sell A-list business and casual men’s fashion brands in two online and 16 physical stores. In addition to our comprehensive clothing collection, Only for Men also offers a wide range of shoes, accessories, scents, skin care products and lifestyle items.
The organisation has 18 branches including 16 stores. Optimal reachability and the simplicity of setting up telephony streams is very important. We connected all Only for Men (OFM) branches, with 40 telephony ports, to the Voiceworks managed Voice portfolio including the associated queues and call forwarding. Every branch has at least one DSL or fibreglass connection with an administered router on-site. Every store uses PoiP, VoiP and (third party) Narrowcasting which essentially has turned on-site internet into a primary facility.
Integration of 35 mobile subscriptions into the platform ensures that staff members aren’t just reachable at their desk, but also in the stores and/or warehouses by means of twinning their mobile phone. In addition, all mobile users are reachable on a unique 088 number which forwards to the front desk if the call is not answered.

The virtual branch, the online store, is an important priority for the organisation. Support enquiries and their subsequent resolution are vital for the customer experience and therefore the success of the online store. In order to achieve optimal support, we implemented Zendesk organisation-wide, which takes care of registration and processing of support enquiries.
The elaborate statistics available in the VW platform help the organisation control their telephony environment as well as the associated costs. It also offers improved user statistics and online administration capabilities.

Combined with the supporting tasks of the Service Desk over at VelzArt – IT & telephony, we have completely unburdened Only for Men in terms of internet and telephony.

The solution

Only for Men is a one-stop-shop for the modern man. Everything fashion and more under a single roof. We sell A-list business and casual men’s fashion brands in two online and 16 physical stores. In addition to our comprehensive clothing collection, Only for Men also offers a wide range of shoes, accessories, scents, skin care products and lifestyle items.

The organisation has 18 branches including 16 stores. Optimal reachability and the simplicity of setting up telephony streams is very important. We connected all Only for Men (OFM) branches, with 40 telephony ports, to the Voiceworks managed Voice portfolio including the associated queues and call forwarding. Every branch has at least one DSL or fibreglass connection with an administered router on-site. Every store uses PoiP, VoiP and (third party) Narrowcasting which essentially has turned on-site internet into a primary facility.

Integration of 35 mobile subscriptions into the platform ensures that staff members aren’t just reachable at their desk, but also in the stores and/or warehouses by means of twinning their mobile phone. In addition, all mobile users are reachable on a unique 088 number which forwards to the front desk if the call is not answered.

The virtual branch, the online store, is an important priority for the organisation. Support enquiries and their subsequent resolution are vital for the customer experience and therefore the success of the online store. In order to achieve optimal support, we implemented Zendesk organisation-wide, which takes care of registration and processing of support enquiries.
The elaborate statistics available in the VW platform help the organisation control their telephony environment as well as the associated costs. It also offers improved user statistics and online administration capabilities.

Combined with the supporting tasks of the Service Desk over at VelzArt – IT & telephony, we have completely unburdened Only for Men in terms of internet and telephony.

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