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sector: retail |
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location: Nottingham |
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employees: 2 + part time when needed |
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methods used: broadband, e-commerce, web, email |
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website: www.blackmouse.com |
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When it started, it operated a dial-up service, but changing to broadband has not only speeded up service and helped the company to operate much more efficiently, it has allowed Black Mouse to introduce a whole range of new services. |
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"As a result of broadband, we can now do what we need to do," says Elizabeth Wilson-Smith, Managing Director. "The most limited resource for us is time. We used to have to turn bespoke work away as we did not have the resources to handle it. However, as a result of greater efficiencies in using broadband, we can take on a greater amount of work. Broadband has played a critical part in enabling us to operate the shop effectively." |
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Like many businesses, the biggest problem facing Black Mouse is administration. "Without automating things, we would drown in paper," said Elizabeth. "Dial-up was a real weak link in the automation chain. Broadband helped us to automate everything and we make the most of it when it's integrated with other business processes." |
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An example of this is the automatic link to the company's back office administration systems when a customer makes an online payment. It avoids additional paperwork and thanks to broadband, everything is updated in real time. |
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To personalise the service as much as possible, Black Mouse uses a sophisticated image asset management system to enable them to automatically personalise their web pages for their customers. |
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"Clients and customer service take supreme priority with us," Elizabeth comments. "With broadband, we can make personalised web pages available to view during our e-mail discussion with them." |
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She added "And on a more basic level, seeing e-mails as they come in is critical for customer service. We aim to reply to e-mails within five minutes with a personalised rather than an automated response. This simply is not possible with dial-up." |
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One of the other major benefits of broadband is the freedom to be online without restriction. "With broadband, you know what you're paying each month, so it doesn't constrain your thinking. There is no meter ticking away in your head. Using a dial-up connection is like being an artist and only allowing yourself three pencils a week." |
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But has broadband contributed to the company's success in more ways than simply efficiencies? "It's probably made a significant contribution to the doubling of our turnover in the last six months." |
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See how Black Mouse Ltd. have utilised the power and flexibility of broadband: |
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Black Mouse Limited
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