A specialist contact centre in the housing maintenance market, Mears 24/7 has centralised its telecommunications with an exclusive private cloud solution from Britannic Technologies, facilitating greater resilience, joined up multisite working and an overall improved customer experience.
With the aim of delivering a seamless and superior service to both their internal and external customers, Mears Group IT deployed a cloud-based telecommunications solution in the Group’s contact centre business, Mears 24/7, making it one of a growing number of organisations that recognise the benefits of moving voice communications into the cloud. The new system introduces increased resiliency, high scalability, multisite call recording as well as improved management reporting in the contact centre and is delivered through Britannic’s cloud and managed service offering.
“By hosting voice in the cloud we have reduced the amount of hardware at sites, reduced IT costs and freed up my team to focus on other projects,” says Martin Byrne, operations director of Mears 24/7.
“We decided to use our own servers but to host them in Britannic’s data centres, which means that we aren’t putting all of our eggs in one basket. However, the benefits with which the cloud provides us remain the same: greater efficiency, flexibility and capabilities.”
He continues, “It is also amazing for upgrades, deploying new applications, setting up new users and sites. Wasted time and man-hours have evaporated but more importantly the solutions have provided a real value-add for both the business and our customers.
Our business is 24/7 contact centres so we cannot have any downtime, it just isn’t acceptable. With the cloud solution we have increased our business continuity strategy and are assured that if a system should fail then it will switch over to another, and it will be business as usual.”
Impressed with Britannic’s ability to align its services with Mears’s business objectives and build a strategy flexible enough to adapt and grow in line with the business’s future requirements, Mears values Britannic Technologies as an extension to its in-house team and as a strategic partner that enables technology to deliver seamless and simple-to-use communications.
To find out more detail about the contact centre solution for Mears 24/7, read the case study.
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