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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.

- GARTH PITMAN, SUGAR & SPICE

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.”

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