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Toshiba's Strata CIX Phone Systems Improve Customer Experience at Barnes Motor & Parts

By Rajani Baburajan
TMCnet Contributor

The Telecommunications Systems Division of Toshiba (News - Alert) America Information Systems announced that it assisted Barnes Motor & Parts to enhance customer service at call center and 16 NAPA automotive parts stores in Eastern North Carolina with Toshiba’s Strata CIX IP business phone systems.

Barnes Motor & Parts specified a business telephone system that would effectively handle the 7,000 monthly incoming calls, improve customer service in stores and at the call center, improve call center efficiency, including improved call routing capabilities. The retail chain wanted them to deliver cost savings wherever possible, including reducing long distance between the 16 locations and provide 24/7 reliability.

Leveraging Toshiba’s Strata Net, One Call Communications, an authorized Toshiba dealer, networked the Barnes headquarters’ Strata CIX670 with the Strata CIX40 business telephone systems at 15 stores.

The Strata Net over IP assists the company to save on networking costs and improves network reliability. With the new system, store employees can make four-digit dialing for intra-store calls, removing long distance costs.

Barnes telephone attends more than 7,000 calls every month. The Toshiba system helps them efficiently take care of every customer. ”Our business is dependent on our telephones. Our customers call in for pricing and availability of parts, paint and more, so having the highly reliable Toshiba system at all our stores helps us improve our overall efficiency,” said Pat Stallings, IT manager for Barnes Motor & Part, in a statement.

Store employees will benefit by deploying the advanced system. Employees can transfer calls to other stores or warehouse easily to facilitate stock checks. Centralized voice mail offers the headquarters and 15 stores with voice mail for improved communication. They can arrange conference calling for telephone meetings quickly and easily, reducing travel time and costs.

In October 2010, Toshiba announced compatibility with Google’s Android and RIM’s BlackBerry (News - Alert) smartphones for the users of Strata CIX VoIP business communication systems via uMobility. The uMobility solution is designed to expand mobile unified communications capabilities.