Dollond & Aitchison, the UK's longest-established opticians business, is using the ntl:Telewest Business next generation network to deliver a programme of customer service enhancements throughout its 401 UK branches. The company plans to create a new level of in-store experience so that customers get personalised service at all times no matter which branch they visit.

ntl:Telewest Business, part of Virgin Media, has deployed an Internet Protocol Virtual Private Network (IPVPN) using Multiprotocol Labelling System (MPLS) technology, with Digital Subscriber Line (DSL) services to each branch. The IPVPN connects all branches back to the company's headquarters in Aston, Birmingham and mirrors data to a disaster recovery centre in nearby Yardley.

The new network infrastructure has been introduced to enable a number of new customer service initiatives, including the centralising of all customer records so that glasses, contact lenses and other products can be readied for customers at any branch. Customers can also now view products online in branches and place orders. The network has been designed to accommodate future service enhancements as part of the company's customer vision.

Founded in 1750, Dollond & Aitchison is the oldest retail chain on the UK's High Streets. The company employs around 2,500 people across the UK, and aims to maintain differentiation by providing a consistent and highly personal level of service.

"We aim to use technology as the enabling platform for driving increased loyalty amongst our customers," said Paul Willows, Information Services Director for Dollond & Aitchison. "Our infrastructure needs to be consistent with creating an outstanding customer experience, which is why we have invested in faster and more resilient data and internet services that empower our branches with more sophisticated communications.

"When our personnel in-store look up customer records, they now get a single version of the truth, meaning they can deal with each customer as an individual and the customer knows we have done our utmost to deliver the type of personalised service they cherish," added Mr Willows.

The ntl:Telewest Business network is also being used to support a new centralised Electronic Point-of-Sale (EPoS) system that improves sales reporting by quickly providing a single record of each day's trading across the country.

"Many UK retailers are seeking an edge on the High Street to better compete with both their neighbours and the emergence of online retail," said David Bell, Business Sales Manager for ntl:Telewest Business in Birmingham. "By using our network Dollond & Aitchison has been able to transform the in-store experience plus strengthen its back-office systems, which are all part of delivering greater satisfaction to the customer."

ntl:Telewest Business offers the only alternative UK-wide fixed-line telecommunications network to BT, and has already upgraded it to next generation network technology to deliver new levels of sophistication and speed. With more than 38,000 street cabinets directly connecting more than 190 cities and towns, ntl:Telewest Business can reach most businesses in the UK without resorting to third parties for the last mile.

Information

About ntl:Telewest Business

ntl:Telewest Business has the most technically advanced of the UK's two national networks. Its vast nation-wide Next Generation Network provides businesses, public sector organisations and service providers across the UK with a complete portfolio of advanced data, internet and voice services. The £13billion network is flexible, scaleable and is already built out to more than 38,000 street cabinets across the UK. As part of a commitment to deliver superior customer service, ntl:Telewest Business sales and support teams are located in close proximity to its customers in over 40 centres across the UK. ntl:Telewest Business is trusted to provide critical communications to high profile customers including Yorkshire Water and EasyJet. For further information go to http://www.ntltelewestbusiness.co.uk.

ntl:Telewest Business press contacts: Tara Flanagan Steve Earl, Press Office. Rainier PR T: 01256 753101 T: 020 7494 6574.
E: tara.flanagan2@virginmedia.co.uk E: searl@rainierpr.co.uk

e-magazine for Customer Service Professionals

Dollond & Aitchison Adopt New Technology to Improve Service

Dollond & Aitchison has adopted ntl:Telewest Business' next generation network to deliver a programme of customer service enhancements throughout its 401 UK branches.