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Looking back: 6 Key Changes in Business

Looking back: 6 Key Changes in Business

Three of Arena’s longest serving staff members tell us how changes in the workplace over the last twenty years have affected them, and the service that Arena provides:

Improved communication

Account Manager, John Wall, recalls; “We would send thousands of faxes and post promotional leaflets through letter boxes to share information.” Email means people can now be contacted almost instantly from anywhere with an internet connection.

Mobile phones have also had a huge effect; “When we were out of the office we used pre-pay phone cards in phone boxes. Sometimes I would borrow the customer’s phone or head office would call the customer to speak with me.”

Remote working

Mobile phones, tablets and laptops make remote working easy. Arena’s Neil Maude comments; “With our mstore system for electronic document management we can even access shared files and collaborate with colleagues whilst we’re out of the office – no more dusty and insecure filing cabinets.”

Head of HR, Martin Wright, notes that business is now 24/7; “In 1991 we had discrete working hours but with email and business mobile phones, we are always available. Some people even reply to emails when they are on holiday!”

Print and copy technology

The modern MFD is a catch-all for the office and far removed from the stand-alone devices of the early 90s. Logistics Director, Harry Wells, explains; “The devices can do everything from printing and scanning, to fax and email.” With some clever software we can even connect to them remotely, so individual machines alert us when toner is running low and we can sometimes diagnose mechanical problems from afar. “We can efficiently keep machines up-and-running, which is convenient for the customer and straight-forward for us.”

Printers have progressed from black and white Dot Matrix machines to laser and Harry is glad of this change; “They used to use coated paper which was hard to write on and they’d jam every few hundred prints. Now it’s all a clean process with no messy inks”

Improved safety is not to be underestimated either. Harry recalls; “Some had extinguishers next to them for when they set on fire!”

24/7 service

John highlights increasing automation; “We used to get our meter readings and service requests by phone. With clever software, requests come in automatically. Errors are reduced as we know exactly which toner or part is needed.”

Website requests for service and toner may yet take precedence over phone calls – although many of our customers tell us that they like to chat with our Call Control team. However, the 24-hour presence of the website is beneficial for those who like to get their requests to us out of normal working hours. Martin explains; “Customers can send us service calls and toner requests at midnight if they want to, knowing we will pick them up first thing the next day.”

Smart new technology also enables Arena’s Call Control team to monitor the precise location of our engineers out on the road, meaning that allocating engineers to service calls is more efficient, quicker and easier than ever. Engineers receive jobs remotely on their phone or laptop, and simply get on with their visits.

The rise and rise of the ‘less paper office’

Internal document processes have evolved through the use of Arena’s own products as Martin explains; “With our mstore software, documents are accessible at the touch of a button. Working digitally is extremely efficient, more secure than paper and we always have an accurate audit trail.” Previously processes were much slower, documents often got lost and we needed much more storage for all of that paper.

Improved customer relationships

With a well-managed Customer Relationship Management system, managing communication with customers is much simpler. Client information is held centrally and is shared across our teams, which is vital as our business continues to grow.

John recalls the early 90’s. “I kept all of my leads in a rolodex that just contained contact details; I had to remember a lot about each customer and it was all in my own head – not shared with colleagues. Although it’s really important to maintain those personal relationships with customers, maintaining a database helps the wider Arena Team to operate in a much more ‘joined up’ and informed fashion.”

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The Arena Group comprises: Arena Group Holdings Limited, a company registered in England and Wales (with registered company number 03735943 and VAT number 734562528) and its subsidiary company: Arena Group Limited a company registered in England and Wales (with registered company number 02168309 and VAT number 458238033). The Registered office of all Arena Group companies is Armitage House, Thorpe Lower Lane, Robin Hood, Wakefield, WF3 3BQ. Authorised and regulated by the Financial Conduct Authority for credit-related regulated activities.

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You will continue to be supported by the same dedicated team using the same telephone numbers you use now. You can also book service support online, all available from our website www.arenagroup.net/support

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Welcome to Arena online!

Fovia customers can access Arena Group’s award winning customer support directly through the Arena website. You can also browse our products and services, and catch up on our activities including events, news and blogs.

You will continue to be supported by the same dedicated team using the same telephone numbers you use now. You can also book service support online, all available from our website www.arenagroup.net/support

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