Key Objectives

As LEW continued to grow, they recognised the need for a more cohesive and professional audio branding strategy across their network of branches. The objective was to provide clear and consistent communication to customers contacting any of their locations. This included welcoming callers, providing out of hours information and delivering engaging on hold content that showcased LEW’s product range and services. Additionally, LEW required flexibility to regularly update their audio messaging to reflect seasonal changes, promotions and new branch openings, ensuring that their messaging remained fresh and relevant.

Our Solution

Onhold Studio worked closely with LEW to develop a tailored audio branding solution that would enhance the customer experience across their branches. We created bespoke welcome greetings, out of hours messages and on hold productions, carefully crafting each message to include branch-specific details, such as opening times. For most branches, we supplied the audio files directly, while five branches were equipped with MP3 Media Players and USB Memory Sticks pre-loaded with their custom audio productions. This allowed LEW to implement the solution swiftly and efficiently.

To ensure the messaging remained current, LEW opted for our managed audio service, allowing for up to six script updates per year. Initially, a single voiceover was used across all branches, but in 2021, we worked with LEW to introduce a new voice talent. This refresh helped maintain customer engagement and prevent ear fatigue from repeat callers. The on hold messaging was designed to highlight LEW’s extensive product offerings, industry partnerships and value-added services such as their link van delivery system, online account portal and Trustpilot reviews.

As LEW expanded into new regions, our service offering grew with them, providing audio branding solutions for their new branches, ensuring a seamless integration into the existing communications strategy.

Results

The implementation of Onhold Studio’s comprehensive audio branding solution has significantly improved the customer experience for LEW Electrical Distributors. Callers are now greeted with clear and consistent messaging, tailored to each branch's specific needs. The engaging on hold productions have provided valuable information to customers, reinforcing LEW’s expertise in the electrical wholesale industry and promoting key services such as next-day delivery, online ordering and energy-saving solutions.

The ability to update scripts up to six times per year has allowed LEW to stay relevant and responsive to their customers’ needs. The introduction of a new voiceover in 2021 was particularly successful in refreshing the messaging and keeping customer engagement high. As LEW continues to grow, our scalable audio branding solutions will ensure that each new branch benefits from the same level of professional communication, supporting the company’s ongoing success in a competitive market.

Elevate Your Customer Experience

Ready to elevate your customer experience? From captivating on hold messages to dynamic audio for videos, podcasts and more, we create sound that engages, informs and enhances your brand. Contact us today to make every moment with your audience count.