Case Study : Travis Perkins

With storm® technology already live in the cloud, Content Guru was able to rapidly configure and deploy Cloud Contact Center solutions for three of Travis Perkin’s geographically disparate sites, phasing out existing contact center systems and centralizing all communication services in the cloud through IP. This eliminated the need to rip-and-replace systems, saving TP large capital expenses and massively reducing operational expenditure. Through a combination of IVR (Interactive Voice Response) and iACD® (intelligent Automated Contact Distribution), storm connects every enquiry to the most suitably skilled available agent, decreasing response and contact handling times and significantly increasing efficiency. storm‘s effectively unlimited capacity ensures that all TP sites can continue to deliver seamless customer service, even when contact volumes peak.

“We required a flexible contact centre solution that could be deployed rapidly and could scale to meet our ambitious expansion plans, supporting the diverse needs of multiple businesses and a growing customer base under one unified estate. The intuitive web-based interfaces on storm® enable us to centralise the management of a complex and geographically disparate estate, and its highly intelligent communications applications help us to reduce response times and manage enquiries more efficiently. We look forward to working closely with Content Guru as we develop our storm solution in line with our 5-year strategy.”

Matt Greaves, Service and Operations IT Director, Travis Perkins

 

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