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.

storm® migrated Travis Perkins’ communications to the cloud,
unifying a geographically disparate estate while delivering futureproofed, 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 though OpEx billing.

storm® VIEW™ automatically produces detailed real-time and historical reports, giving managers granular and holistic visibility over all contact center and agent operations.

“We required a flexible contact center 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 centralize the management of a complex and geographically disparate estate, and its highly intelligent communications applications help us to reduce response times and manage inquiries more efficiently. We look forward to working closely with Content Guru as we develop our storm® solution in line with our 5-year strategy.”

Service and Operations IT Director, Travis Perkins

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