![]() Existing provider’s mobile option fell short of the organisation’s needs in several ways – from quality and service, to the fact that it didn’t integrate well with other communication solutions.This was not conducive to the remote working requirements mandated by the UK government during lockdown Existing telephony infrastructure consisted of on-premises phone systems, with physical phones on every desk.The solution enables one of England’s largest housing associations to better serve customers during and after lockdown. Better customer service as staff have the tools to address customer questions quicker.Better and more streamlined internal communication with built-in company directory, advanced call forwarding, and other capabilities.Being cloud based meant that they did not have to own or maintain phone hardware assets anymore.Needed to manage out-dated, on-site hardware.If they did not have a phone, or if they needed to take a call, they had to find the nearest landline phone in the shop Staff had to carry around a separate phone to make calls.However, they consolidated all the services into a single multifunctional handheld device – which was lacking telephony Staff had traditionally needed multiple different electronic devices to carry out various tasks on the shop floor – scanning barcodes, taking inventory, etc.The solution is enabling one of the UK’s top supermarket chains to make its customer service even better than it already is. The system let them integrate email into the agents’ workflows and preload answers to common questions.The system could integrate with all their existing tools such as email, chat, and CRM to provide them with a single unified view of the customer.It offered a truly integrated phone system which meant that the whole business could use the same phone system and benefit from the same user experience.The solution was selected over other vendors due to its ease of use, flexibility, and cost.Agents responding to emails had to type them out in their email program which took time and led to an inconsistent voice and even inaccurate answers Given how it was not integrated with the other technologies or systems used, this led to a disjointed communication flow that meant that if someone called into one part of the business and needed transferring, the experience would not be ideal.The legacy phone system lacked the functionality they needed and required too much onsite infrastructure.Enabled them to provide their staff with the tools required to work remotely – an ambition the agency had in mind even before lockdownĪ top UK theatre turned to the cloud-based service when its legacy phone system became outdated.The company now also has access to real-time data and analytics to monitor agent performance and make informed decisions about call management.The agency can now set up call-queue groups in minutes The solution, and its extensive call management capabilities, made it considerably easier to manage call flows and route calls to the right people.The legacy phone system impeded their ability to provide outstanding customer service due to its limited phone features.Another problem was the system’s increasing vulnerability to outages.There was an inconsistent experience across all locations and offices.The old system didn’t allow them to easily balance call traffic according to each team’s capacity. ![]() With its old telephony system, the organisation was finding it difficult to efficiently direct the increasing number of daily phone calls – from prospective holiday makers, current customers, property owners, etc.Use of the video capability to carry out remote consultations and inspections of client facilitiesĪ leading UK hospitality agency used the solution to scale its growing business while continuing to deliver outstanding customer service.The system was extremely easy to use and did not require much user-training.The system consolidated many of the functions they needed into a single solution (mobile apps, analytics, video conferencing, security auditing, and call recording).By using the video solution, they have noticed a 30% increase in productivity improvements.The phone system offered no mobile capability, requiring all employees to be in the office, using a physical hard-line phone.Old system had no auditing feature to track who made what changes to the system, nor did it have any real call-recording capability.Existing system did not enable them to let their employees work remotely.Existing telecom infrastructure was unable to keep up with the rate at which they were growing.A leading UK professional services business, who made a forward-thinking switch to cloud communications to gain an edge over its competitors.
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