Growth Customer Experience Productivity Business IQ Trends Success Stories Tech Solutions Awards Business Tools Subscribe Tech Enquiry
Stuart Ridley
Business and Technology Journalist

Stuart Ridley is the Smarter Business™ Print Editor and has covered trends in small business, tech and marketing for two decades

Stuart Ridley
Business and Technology Journalist

Stuart Ridley is the Smarter Business™ Print Editor and has covered trends in small business, tech and marketing for two decades

Bridal wear retailer Sugar & Spice might be well and truly wed to the enduring and stable institution of marriage, but that doesn’t prevent the company from moving with the times using integrated phone and broadband bundles.

A bride holds a bouquet of flowers on her special day
We do that by offering the kind of experience we’d want ourselves: genuine, real and committed to finding the product that will make our customers’ big moments unforgettable.


Quick response is critical

As a growing small business in a competitive market, it’s always been important for Sugar & Spice to communicate well with customers and build a reputation for delivering results that go beyond expectations.

That’s why the business puts a huge emphasis on the speed and efficiency of its customer service operations and technology. However, there was once a time when Sugar & Spice felt like it was running uphill trying to engage with its customers while juggling numerous suppliers for its fixed lines, broadband and mobile phones. Seasonal phone jams and poor call coordination were causing headaches. Communications needed to be streamlined.

Enter Telstra’s integrated DOT (Digital Office Technology) package. Sugar & Spice soon discovered that with the right broadband bundles and phone bundles packaged together, along with excellent tech support, it was possible to solve those recurring communication issues. The business results were significant. 

Having DOT’s call management features including virtual receptionist and single point of contact removed large amounts of calling chaos that meant customers were no longer left wondering. 

“Digital business is a knockout product for a small business like ours because it offers our customers a degree of professionalism at a price-point that wasn’t available before,” says Garth Pitman from Sugar & Spice.

“Now, we can easily direct call-flow where it needs to go without being slaves to confusing old technology.”

Do you need to streamline your business communication to save costs and engage customers?

Chat with Telstra

Looking to improve your business with the right tools?

Discover resources, reports and insights to help you achieve your goals.

Find out moreLooking to improve your business with the right tools?

Pieces of the website puzzle
Customer Experience
Customer Experience
Your 9 website essentials

Your website needs to keep up with the latest digital marketing trends and best practices to find new customers and maintain a healthy, sustainable rate of sales. Unsure where ...

Manly Spirits Co. at the 2018 Telstra Business Awards
Finding balance: Outsourcing with David Whittaker of Manly Spirits Co.

Running a small business can be rewarding but with so many tasks vying for your attention, it can be difficult to find the time to focus on what’s really important: producing a...

Person typing on wireless keyboard
Explainer: Decode the latest business tech jargon

Here’s your go-to resource to understand tricky tech jargon. With new technology comes new terminology. So many acronyms and jargon words are created on the internet all the ti...

Data back-up animation
Business IQ
Business IQ
Quick 5: Data back-ups explained

For all businesses, failing to back-up data can have drastic consequences. Here are five back-up essentials you need to know about. Backing up your data may seem a mundane tas...