Smiths News is introducing changes to some of its customer service phone lines in a move which it says will cut waiting times for retailers.

The changes mean automated questions will be asked to retailers before they speak to an advisor in order to direct calls, and will also include a trial of live delivery information being played as a message during peak delivery times.

So far the changes are being made for customers of the Southampton, Bournemouth, Oxford, Reading, Slough, Crawley, Croydon and Hammersmith distribution centres, from 4 December onwards.

NFRN news operations manager Pete Williamson said: “It is good to see Smiths making changes and we will wait to see what impact it has on retailers.”