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| NUFC: BLACK & WHITE SOLUTION TO FASTER CUSTOMER SERVICE |
 CST's on-site communications help the Magpies realise their off-field potential
The recent redevelopment of St. James' Park, home to Newcastle United's famous black and white Magpies, has created a magnificent stadium that is 'premier' in every way. The impressive glass atrium reception area reflects the club's commitment to quality - and the quality of customer service is an essential part of the success of the club. These days, stadiums are year-round operations and off-field activities are a vital source of income. St. James' Park hosts everything from 1,000 delegate conferences to one-to-one meetings, weddings to bar mitzvahs and has rapidly established itself as one of the North East's leading venues, with hundreds of events every month.
But ultimately it is designed for football. That fundamental fact created a customer service problem that the Club have overcome in striking style, turning it into a major customer benefit, with help from Call-Systems Technology, the on-premise communications specialists.
Stephen Wafer, Operations Manager-Catering at Newcastle United commented:
"Non-match day business is a very important part of our business development, this week for example we have had thirty events and that's quiet for us! In December we served over 15,000 turkey dinners for our Christmas visitors but, despite that, there's lots more potential out there."
As well as function suites, St. James Park has 84 hospitality boxes, which is where a large proportion of the non-match day meetings are held. The problem United had was how could they monitor all those rooms, ensuring that customers got service when they wanted it? And that's where Call-Systems Technology became involved via their ServiceCall - a simple and effective system which the customers really like, too.
What started as service issue is now a customer benefit. If a customer wants service, they simply push the ServiceCall button in their suite, which sends an alert to the pager worn by their waiting staff. The pager vibrates, rather than beeping, so it's very discreet and the display tells the member of staff which suite requires attention.
There are also ServiceCall units in all the main function suites, situated on Level 3 at St. James' Park.
Stephen added: "It was very easy to install and run and there are no intrusive wires and virtually no running costs. Coverage is effective, too and that is vitally important in an venue as big as a Premiership football stadium."
Following the success of ServiceCall, United are also introducing CST's Genesis into the stadium. This sophisticated PC-based communications package will enhance inter-staff communications on non-match days where for business or social functions, radios are obtrusive, loud and inappropriate.
Genesis enables staff to be contacted instantly by pager. It's very versatile and you can send messages from a phone or from a PC. Most important of all, it's discreet, as only the recipient of the call will know he or she is being contacted. Genesis even has the potential to take over some facilities management tasks, such as monitoring alarms and doors, automatically paging relevant members of staff when required.
And potential is what it's all about. By delivering efficient customer
service, CST's on-site communications systems are helping Newcastle
United realise their off-field potential. |
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Call-Systems Technology Ltd, Middlesex House, 29-45 High Street, Edgware, Middlesex HA8 7UU |
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