Content Guru’s Dutch team and Benelux network partner, KPN, have together signed a storm® deal with Chubb Fire and Security, a global leader in the provision of security and fire safety systems for businesses and heavy industry, to deliver multi-channel cloud contact centre services to power multiple sites across the Netherlands.
Founded in 1818, Chubb employs about 48,000 people worldwide and has annual sales of £1.6 billion. Despite the large size of its operations in the Netherlands, Chubb had previously only operated a single, centralised contact centre to service all of its customers. However, the company needed to decentralise this single contact site in order to facilitate closer relationships with operational departments. This has to result in an higher level of customer satisfaction, especially for large and special accounts, and also has to provide more localised services to its SME customers.
With its existing central site powered by on-premise communications equipment, Chubb was not only facing substantial capital expenditure to establish contact centres at its six new contact sites, but also faced the challenge of multiple disparate sites with no way of effectively interoperating.
Chubb chose a storm cloud contact centre solution, enabling the company to rapidly roll out the solution at all seven sites, migrating the existing PBX infrastructure to the cloud and delivering iACD® (intelligent Automated Contact Distribution) across all locations. By provisioning local numbers for SMS and voice, and by using location-based routing for web channels, the storm CONTACT™ solution ensures that Chubb is able to engage with customers on a localised basis, enhancing service levels. Real-time and historical reporting provide granular insight into the effectiveness of each centre.
Mr Bas de Beer, Project Manager ICT, Chubb, commented:
“Because of storm’s cloud-based model, we are able to rapidly roll out the solution and deploy multi-channel capabilities at all of our new sites in weeks rather than months. The platform’s intuitive service creation applications simplify every aspect of the deployment, from setting up completely new sites without any hardware, through to rapidly constructing all contact centre routing pathways. All of our contact centres are also linked through the cloud and we can manage the entire estate from a single location, providing us with agility in how we respond to changing customer demands.”