Category Archives: Case Study

New Charter Social Landlord Creates Happy Families with BancTec CRM System

CASE STUDY: New Charter Group is a social landlord with around 19,500 homes across Greater Manchester and Nottingham and a workforce in excess of 1,000 people. With an increasingly large property portfolio, providing its tenants with quality housing services and keeping customer satisfaction levels high is essential to the long term success of the organisation. New Charter identified within its corporate plan that developing a strong customer relationship ethos, supported by a modern communications infrastructure, would achieve its key aim to improve service delivery, making a positive impact on the quality of life of its tenants. Continue reading New Charter Social Landlord Creates Happy Families with BancTec CRM System

Royal Borough of Kingston upon Thames Council improving Contact Centre Efficiency with Premier Business Audio

Case Study: Premier Business Audio are extremely proud to produce one of the first key statistical case studies on contact centre development. Working very closely with the Premier contact centre development team, The Royal Borough of Kingston upon Thames are tremendously proactive in improving their customer call experience. Continue reading Royal Borough of Kingston upon Thames Council improving Contact Centre Efficiency with Premier Business Audio

EE Boosts Sales and Enhances Customer Service with Digital Engagement

Summary: EE, the UK’s most advanced digital communications company, is using LivePerson’s LiveEngage platform to support its sales and upgrade operations by offering enhanced service to customers visiting its website. EE deploys Live Chat as a means to establish high levels of satisfaction across transactional queries and general enquiries. Continue reading EE Boosts Sales and Enhances Customer Service with Digital Engagement

Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp

aspect-logo-std-full-RGBCASE STUDY: Here’s a brand new case study from Anglian Water, England’s largest water company, which has just saved more than £100,000 in operational costs from its customer service department. Anglian Water is working with Aspect Software, a company that helps organisations in utilities and other industries to improve their customer service via the contact centre, from voice calls to social media. Specifically, Anglian Water has consolidated multiple customer contact channels to build a comprehensive, proactive customer notification system of future and ongoing water works and issues. Continue reading Anglian Water saves over £100,000 in operational costs in three months in customer service re-vamp