The cloud insures results

Cloud technology to drive sales, improve customer service and enable internal collaboration and communication.

The challenge

Our customer is a specialist car insurance provider that required a high-featured, integrated cloud based unified communications and contact centre service.

Our client is a specialist car insurance provider supporting customers in the UK and Ireland with sales, customer support, claims contact centres and back office users distributed across three offices and remote working across the UK and Ireland. We really enjoyed this one… From the very first meeting, the customer had a detailed and demanding list of requirements that included full featured contact centre capabilities including skills-based routing, PCI compliant call recording, CRM systems integration and in-depth real time and historical reporting. The unified communications capability should be an integrated part of the solution with a mix of physical hard-phones, soft-phone/desktop clients and mobile app user interfaces. All users needed to have access to a common instant messaging and presence service for effective collaboration between front and back office. The customer CIO showed up at the introductory meeting and made it clear that he would only consider a high-available, true cloud platform with zero hardware foot print on the customer sight, oh yeah… and one more thing… the platform will need to be live within 30 days of them giving us the green light!

The solution

Based on the requirements provided by the customer, we immediately knew which solution would fit the bill and proposed Capstone’s Xelion service. Built in Amazon Web Services, the solution provided easy local access to users in both the UK and Ireland, did not require any infrastructure on the customer sites and could deliver the feature rich service the customer was looking for. The service provided by Capstone uniquely provides every user with every feature at a single fixed price per user per month. This made the scoping of the project easy and commercial proposal incredibly simple to prepare and understand. Allowing the Capstone and customer project team to provide appropriate features to each user on the fly during the functional design phase of the project. The solution was tested and deployed within 30 days of the customer providing an order and included the porting of all UK and Irish traffic to Capstone’s SIP service, the building of a contact centre routing and reporting solution to support over 40 agents and the roll out of desk-top and mobile unified communications for over 120 users.

Our solution:

  • Implemented the latest cloud CC and UC technology from Xelion
  • Connected migrated over 250 UK and Irish geographical and non-geographical numbers to Capstone SIP
  • Improved business performance and flexibility with advanced CC routing and reporting and feature rich UC environment
  • Managed to provide expert technical and business support to ensure the service is optimised to the customer’s requirements.

The result

A car insurance business that is now using Capstone cloud technology to drive sales, improve customer service and enable internal collaboration and communication.

3

offices 200 people and 50 agents connected to a single CC and UC service

20%

increase in sales and support capacity

30%

reduction in telephony management and support costs

Let’s talk

Whatever your need today, big or small, we’re ready to listen and see how we can make a difference. Call, email or request a callback.