Gtech Case Study

Background

Founded in 2001 by Nick Grey, Gtech has built a reputation for pioneering cordless innovation across vacuum cleaners, floor care, and garden tools.

By 2014, the company had sold over 22 million products worldwide, solidifying its position as a leader in the home and garden technology market.
As demand for its products surged, Gtech needed a solution to handle its growing customer service needs without compromising on quality.

Managing high call volumes

As a fast-growing startup, Gtech experienced a high volume of customer calls. By 2004, the company needed a reliable call centre partner to ensure no orders were missed and that every customer received the exceptional service the brand had become known for.

High standards:

To maintain its high standards, Gtech required a seamless overflow solution, one that would guarantee customers always received a prompt response, even when the in-house team was at full capacity.

They needed the following;

• A seamless overflow solution that acted as an extension of Gtech's internal team.
• Call agents that was capable of handling common questions from customers.
• The ability to process sales orders on behalf of Gtech.

Outsourced customer service support

Gtech partnered with Answer4u to create an outsourced, 24-hour sales order line, ensuring consistent support for every product sold in the UK.

Working alongside Gtech’s in-house team, Answer4u call agents were able to handle general product FAQs and technical queries, as well as provide expert pre and post-sale customer service solutions, and upsell to customers.

 Answer4u agents provided:

• General product support – Handling FAQs and technical queries.
• Pre- and post-sales customer service – Offering expert guidance to customers.
• Order processing and delivery support – With direct access to Gtech’s delivery partner portal.
• Upselling opportunities – Helping customers find the right products to meet their needs.

With this setup, customers received the same level of support regardless of whether they spoke to Gtech’s in-house team or Answer4u.

Award-winning growth

Through this long-term partnership, Answer4u has provided Gtech with flexibility and scalability, stepping in during peak times to prevent missed calls and lost sales. On one occasion, Answer4u handled 70% more calls than usual during an unexpected surge in demand.

With our support, Gtech has:

• Launched innovative new products, including the AirRAM cordless vacuum cleaner in 2012.
• Expanded its in-house contact centre, growing to an 80-seat operation.
• Won prestigious awards, including the Queen’s Award for Innovation.

By providing a seamless, scalable call handling solution, Answer4u has helped Gtech maintain its high standards, even during periods of exceptional demand.

With this strong foundation in place, Gtech has been able to focus on innovation, expand its product range, and continue delivering award-winning solutions to customers worldwide.