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Case Studies

Case Study - Fernwood

Fernwood Gets Its Customer Acquisition Processes Into Shape - Adopting 8x8

Fernwood were aware they had a problem when it came to taking calls from prospective members. The calls were going directly through to the individual clubs and were being taken by whatever staff was manning the front desk. 

The Challenge

Staff members were constantly on the phone juggling calls from existing members, trying to follow up new leads, and trying to service the gym floor. It also meant calls were not always answered promptly or on occasion not answered at all. The system was not efficiently translating new customer calls into sales and new client opportunities were being lost.

The Solution

Fernwood engaged CSG to work collaboratively with key internal stakeholders to develop, design and custom fit a centralised, cloud based phone system for their in-coming new business enquiries. CSG recommended the 8x8 Cloud based system as it was best suited to Fernwood’s needs and budget. 

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