When CVBG, a producer of premier Bordeaux wines from the Bordeaux region of France, decided to expand its presence in North America, it faced a dilemma. After establishing a beachhead in the United States, the company decided to open several regional sales offices in order to provide more personalized service.
There was a concern, however, that having local telephone numbers independent of each other would not be in keeping with CVBG’s position as a global wine producer, and would not allow the level of sales support its customers demand. These issues led CVBG to adopt the my1voice
virtual phone service.
“Ours is a relationship business,” said Mark-Thomas Gavigan, regional sales director at CVBG USA. “When customers call during business hours, it’s important that we are able to respond immediately.”
“I could see immediately that my1voice would answer all our needs and then some,” Gavigan said. “Not only did we receive a single number for customers and suppliers to call to reach anyone, it’s a toll-free number, which makes us look more like the global entity we are.”
One benefit Gavigan appreciates particularly is the flexibility of the my1voice online call management system. He has used the scheduling feature to create a standard set of business hours. When he’s not in a customer meeting, he keeps his phone available from 8 a.m. to 5 p.m. Eastern, Monday through Friday. Outside of those hours, the virtual receptionist transfers the call directly to voicemail, helping him maintain separation between his business and person life.
The biggest question in the changeover was whether customers would start moving away from the old local numbers and using the my1voice toll-free number in its place. That question was answered quickly when a customer called right away on the my1voice line.
Gavigan said he’s found that my1voice has done everything he’d hoped. The lines of communication to customers have improved significantly, and they say they’re getting world-class service to go along with their world-class Bordeaux wine.
“my1voice is a wonderful product,” Gavigan said. “I love the way it works, and I love that they keep adding useful features. I’m very excited about it. It’s the ideal solution for a business in sales or distribution.”
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Patrick Barnard is a contributing writer for TMCnet. To read more of Patrick’s articles, please visit his columnist page.
Edited by Michael Dinan