100 years of delivering quality footwear.
Throughout their journey, innovation and exceptional service have been at the heart of their success. Odyssey Systems has been a key partner for the business, helping the company embrace modern technology and stay ahead of the curve. We spoke to their IT manager Roger West about this partnership;
“Odyssey has been a great partner for many years. They’re not just good at what they do, they’re good people too.”
Project Details
Odyssey has delivered a comprehensive telephony and contact centre solution tailored to Charles Clinkard’s needs over the past decade, including the transition to a hosted Mitel solution during a major office move to their new Head Office in 2016.
Most recently Odyssey have worked with Charles Clinkard undertaking a full telephone system hardware refresh allowing for a series of telephone system upgrades; ensuring the telecom solution meets the demands of modern retail operations, particularly with the rise of hybrid working and an expanding national footprint.
The scope of the project was significant, involving:
- Over 165 handset upgrades across 26 standalone retail stores, concessions, and head office to ensure compatibility with both existing software and future upgrades
- Deployment of Mitel Micollab softphone to support remote work capabilities and ensure business continuity
- Multiple software upgrades to all telephone system components providing a secure, scalable and flexible telecoms solution ready for future growth and omnichannel communication.
- A phased rollout strategy was adopted, beginning with retail stores and ending with head office operations. Each location was briefed in advance, with engineers providing on-site support during the transition.
Odyssey’s team also ensured Charles Clinkard’s employees were well-prepared for the changes. Tailored training sessions were conducted, enabling staff to make full use of the new system’s advanced features.
This approach minimised disruption to both internal teams and customer-facing operations.
“The level of detail Odyssey went into, from planning to execution, was impressive. Every stage of the process was mapped out, and they were transparent and responsive throughout.”
By addressing potential challenges proactively, Odyssey ensured the entire project was completed without any unplanned downtime, further cementing their reputation for reliable service.
The Odyssey Difference
Odyssey’s local presence and personalised service have been integral to the partnership. Their ability to combine technical expertise with a deep understanding of customer needs has consistently set them apart.
The recent hardware refresh demonstrated this approach, their transparency, planning, and flexibility have cemented their role as a trusted partner.
“They have the resources to deliver on a large scale while maintaining a personalised and customer-first approach. Odyssey’s team is always on hand, whether it’s for day- to-day support or a major system upgrade.”
Impact
As Charles Clinkard celebrates an incredible 100 years of delivering quality footwear, modernising their communication systems marks a significant step in their journey.
This transformation is more than just a technical upgrade; it’s a strategic move
that positions Charles Clinkard to maintain their high standard of customer service
in a fast-evolving retail landscape. From their beginnings in Middlesbrough in 1924 to embracing omnichannel and modern communication tools, Charles Clinkard is not only honouring their legacy but also laying the groundwork for continued innovation.
Odyssey’s expertise has ensured this transition was seamless, with careful planning and out-of-hours work minimising any disruption to day-to-day operations.
Would You Recommend Odyssey?
“Absolutely. Odyssey are a key supplier for us, and we won’t be moving anytime soon. Their technical expertise and customer-first approach make them a perfect partner.”
Odyssey Systems is honoured to have supported Charles Clinkard during this milestone year, and is looking forward to working closely as a trusted partner as they move into their next century!
Want to know more?
If you’d like to chat to through how Odyssey can help technology work for your business, we are here to help, contact our team today.
