Parker Merchanting chooses mplcontact to provide business continuity facilities

mplcontact is working with Parker Merchanting on the provision of a business continuity contact centre facility to support the company’s national sales centre.

As one of the leading UK suppliers of consumables to industry specialists in rail, utilities and construction, Parker Merchanting prides itself on providing a first class service to customers, ensuring the right product is delivered to the right location at the right time.  With over 6,000 items in their core product range, specialist advice is often required and so the Parker Merchanting sales centre forms a critical part of their customer service offering.

In the event of the centre having to close – or its capacity being reduced through bad weather, flu epidemics or public transport failure – mplcontact agents, sited in geographically dispersed contact centres around the UK, will handle all Parker Merchanting sales enquiry and order calls.

Parker Merchanting took the decision to implement an mplcontact outsourced solution well ahead of the traditionally busy and often disruptive winter months so they can be sure no valuable orders are lost and their reputation for customer service is maintained at all times.

mplcontact was chosen to provide the business continuity function as its contact centre technology and networked bureau agent model are inherently flexible and resilient in their own right.  In addition, the outsourced mplcontact service can be switched on and off with little or no notice, a prerequisite in a disaster-recovery situation.

Parker Merchanting was keen from the outset of the project that its customers’ experience of using the national sales centre should not be reduced – which is why the seamless nature of the mplcontact service is critical in ensuring no delays in requests being passed to the specialist sales teams.

Peter Clarney, National Operations Manager at Parker Merchanting, commented: “As with all companies, business continuity is of paramount importance; we want our customers to experience little or no impact should a crisis occur which affects our service. From early discussions with mplcontact it became clear that they had an eagerness to understand our business requirements and work with us to offer a solution bespoke to our company.”

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