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
storm® migrated Travis Perkins’ communications to the cloud, unifying a geographically disparate estate while delivering future-proofed, cutting-edge communications capabilities.
storm uses IVR and iACD logic to connect customers to the best available live or automated resource in real time – even during peaks – increasing the quality of mass customer service.
storm’s cloud model facilitated rapid migration and immediate return on investment, eliminating the need to rip-and-replace and creating further savings through OpEx billing.
storm VIEW™ automatically produces detailed real-time and historical reports, giving contact center managers granular and holistic visibility over all contact centre and agent operations.
The storm FLOW™ service builder enables managers to become agile in implementing service updates within seconds.