The problems in Travis Perkins’ communications estate led to inefficient call handling and impacted on customer service. The isolated contact centers were also vulnerable to being overwhelmed when hit by peaks in communication traffic, preventing customers from accessing the information they required.
Furthermore, several of these contact center systems were going end-of-life, with replacements or upgrades prohibitively expensive. Faced with internal pressures to improve customer service, Travis Perkins needed a way to optimize its communications and resource distribution – within a stringent budget.
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 Perkins’ 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 Travis Perkins large capital expenses and massively reducing operational expenditure.