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bcg engages with Transversal to enhance customer service

bcg engages with Transversal to enhance customer service

Transversal has been appointed by bcg, Britain’s leading distributor of heating, bathroom and kitchen products, in a drive to improve the experience customers receive through its contact centres. bcg recognized the success its parent company, Wolseley, achieved with Transversal’s knowledge solution and quickly embraced the same technology. Transversal’s Prescience™ technology is empowering bcg’s UK contact centre agents to find accurate information quickly and easily by providing a single and consistent source of knowledge.

“bcg was aware of the positive impact Transversal’s Prescience™ technology made to the agents in Wolseley’s contact centre, and to its customers”, said Stephen Sinclair, Director of Sales, Web and Contact Centre at Transversal. “We are looking forward to helping them with their digital transformation within the contact centre and realizing a high level of success for them too”.

Andy Hibbert, Customer Support Centre Manager, bcg, said, “Transversal’s knowledge solution is so easy to use and is providing us with insight on our customers that we never had before. Our agents now have knowledge at their fingertips which is making them super efficient. Our customers are experiencing a higher level of service which is our main aim”.

Our selection process for a knowledge vendor was simple; best-in-class and proven technology.

Alison Goodwin, Customer Support Centre Manager, Wolseley UK, recently said, “Our selection process for a knowledge vendor was simple; best-in-class and proven technology. Transversal’s Prescience™ knowledge platform is ahead of its time and will undoubtedly enable us to grow at great pace.”

bcg is owned by Wolseley plc and is headquartered in Royal Leamington Spa with another major office site in Ripon. The company is organized into trading brands, which are market leaders with outstanding reputations for supplying trade professionals.