Autumn 2006

M and M Direct, one of the UK's leading sports and fashion discount home shopping companies, says it has improved sales and customer service by adding a more accessible visual front end to its contact centre order-taking functions.

The new system, which includes "thin client" PC terminals with large, user-friendly flat-screen TFT monitors, provides a graphical interface to the underlying Sanderson multi-channel fulfilment solution, as well as to M and M's web site. Sanderson provided the new features.

When operatives are taking orders, the technology provides them with an on-screen image of each product, supported by additional sales information. This is said to enable them to add value to the buying process, improve order accuracy, speed up response times and take advantage of cross- and up-sell opportunities.

According to contact centre manager Tom O'Neil: "The 'knock-on' effect has been an increase in sales from improved selling techniques, and better information about product features and available stockholding."

M and M has a turnover of more than £55 million, and is understood to offer discounts over high-street outlets of up to 85 per cent.