Founded in 1989, Regal Fish Supplies are a home delivery company specialising in delivering quality fresh and frozen seafood. Based in Humberside, they are the largest direct supplier of fish and seafood products in the UK with a customer base of approximately 80,000.

They promote their business primarily through a door-to-door sales, via their website and manual dialling. In a fiercely contested marketplace, Regal Fish place a huge emphasis on retention of existing customers through outstanding quality of service.

Initially pleased with the results from their original dialler, a number of service issues began to arise - the level of technical support began to deteriorate which was one of several reasons they began to look for an alternative supplier. Mike continued, “We were being forced into upgrading our original system otherwise they would withdraw their technical support. They basically had us up against a wall! We also felt that the standard of support had deteriorated since the initial period when we were a new customer.”

Daviker Provided Perfect Fit to Business Requirements
At this point, Regal Fish came into contact with Daviker at a Call Centre Expo at The Birmingham NEC and invited Daviker to pitch the TouchStar System to their Business Systems Manager, Vicky Griffiths. Vicky was immediately impressed with Daviker’s proposals: “We were pleasantly surprised that their sales team took the time to listen to our business requirement rather than try to sell us a one size fits all solution. We were reassured TouchStar would fit with our existing CRM and finance systems and were very impressed with the features of the system such the administrator function and coaching facility. It was also vital that the solution could handle inbound calls to deal with our customer service function.”

Technical Support with Human Factor
Regal Fish were swayed by Daviker’s standard 24x7x365 support. Mike stated: “The issue of support was one of the main reasons for our dissatisfaction with our previous supplier. We felt from meeting the guys at Daviker that they were an altogether more ‘human’ company – friendly and aff able. This is an underestimated factor when sourcing a software solution but one that we feel is one of the most important.”

Value for Money
Naturally price was as important issue and the TouchStar system guranatees value for money. Mike added: “We took a long-term approach in comparing the cost against other providers. Over a five year period the TouchStar system was the cheapest option and that made it much easier to sell to the board!”


Since implementing TouchStar, Regal Fish have experienced the following results and benefits:

• Agent talk time has increased considerably meaning improved sales
• Increased customer satisfaction obtained from not dropping any calls.
• The ability to report with detailed statistics from all campaigns in real time has made management of the call centre operations more focused.
• A seamless integration with their GoldMine CRM system which meant streamlined business processes
• Free ongoing training has continually updated staff expertise.

Daviker’s Value Added Services
For every client, Daviker bolt on a number of value-added services included in the price. As standard clients receive 24/7 technical support, expert account management, an invite to the annual TouchStar User Group Conference and much more. Vicky is far more pleased with their new system: “We don’t have to manage the system so intensely now – it manages itself! Obviously there’s a learning curve with new technology but by having an appointed Account Manager who visits at least once a month and having 24/7 support, we know Daviker engineer are at hand to respond to any queries.”

Mike added: “We have attended all the User Group Conferences and they were extremely valuable, providing insight into a variety of call centre issues such as improving agent morale and making best use of data. The monthly training course is more about the system itself – very handy for filling any knowledge gaps we may have.” Regal Fish have since booked Daviker’s consultancy service to deliver motivational training for staff

Implementation
Daviker installed TouchStar in a matter of days, fully integrating into both their GoldMine CRM package and Access Accounts finance system. Vicky Griffiths has been highly impressed: “The system has incorporated our unique needs and there has been no disruption to the business.” Mike was especially pleased with the speed of the changeover from their old system. He went on to add: “We finished with the old technology on the Friday evening and by Monday morning, the TouchStar system was up and running.”

Daviker engineers were on site for the first couple of days to ensure there were no issues. Vicky stated: The TouchStar people made sure both the supervisors and agents knew exactly what they were doing with the new system. Naturally as we had been using dialler technology, I was familiar ground but there were obviously some differences and extras we were not used to.”


Daviker have continued to enjoy a positive working relationship with Regal Fish and remain committed to the partnership going forward. Mike Brummitt concluded: “The software is as good if not better than any on the market. All aspects of the TouchStar system fit perfectly to our particular business model and has standard features that satisfy all our call centre’s requirements. We are now investigating the possibility of acquiring further utilities that TouchStar have developed to make operation of the system even more straight forward! We feel we have a good rapport with TouchStar which is something we never had our previous supplier. The human touch is evident throughout the company from the MD through to the support engineers.”