DD get their Teeth into Workplace Modernisation with Britannic Technologies

DD, formerly known as Dental Directory has embarked on a digital transformation journey to modernise its workplace with Britannic Technologies, specialists in voice communications, systems integration and managed services.

DD streamlined and improved processes by working closely with Britannic and implementing a new WAN infrastructure and Mitel multi media contact centre. Their customer service levels have improved dramatically, answering 90% of calls within 10 seconds. It now takes them 4 seconds on average to answer a call.

Laying the Foundations

Over the last few years DD has acquired a number of companies in the group and each one came with its own telephony infrastructure and contact centre. This was costly and time consuming to manage, DD required a single network to simplify telephony and the contact centre to transform its service delivery.

Britannic Technologies installed a new WAN infrastructure connecting DD’s sites across the UK and installed a Mitel multimedia contact centre to provide reporting and analytics across the whole organisation.

Modernising the Workplace

Nicola Fisher, Contact Centre Manager, DD says, “Britannic has transformed the way we work and assisted us by looking at our existing processes, and thinking about how we could change them to make them more efficient using technology.

The digital wallboards are easy to use and we can make changes or additions to it without the assistance of IT. They show interactions, what calls agents are on, abandoned calls, calls in a queue and a whole heap of other things as well. The benefit is the transparency of information, agents can see what their colleagues are doing, and as a result I would say they are more productive and motivated. In a sense they have become self-managing which is a massive learning curve for us.”

Driving Digital Innovation

The next phase of DD’s workplace modernisation is to look at artificial intelligence to reside on their website, and work with the contact centre so customers can have basic enquiries answered by a virtual digital assistant and for more complex enquiries they will be answered by more knowledgeable agents.

Saul Stevens, IT Director, DD comments, “Britannic guided us in studying internal processes of the contact centre agents and employees, and looked at the journey our customers take in detail. Providing us with the technology to make improvements to existing processes and establish new ones by improving internal and external communications, and the customer experience.”

New technology doesn’t transform businesses; it’s the people.
“We helped DD focus on how their people use technology to modernise the workplace, it is also vital to engineer the right culture, improving and changing business processes and the employees’ and customers’ experience. It is not just the technology that needs to be integrated, everything needs to be joined together to make a difference,” comments Jonathan Sharp, Director, Britannic Technologies.

About Britannic Technologies

Britannic Technologies is an award-winning specialist in voice communications, systems integration and managed services with over 30 years’ experience in telecommunications. Its technical expertise and consultative approach has helped hundreds of midsized UK businesses with their digital transformation.

Working with customers to understand their business goals, processes and culture, Britannic develop digital strategies, tailored to each client’s needs. As leaders in innovation, Britannic is proud to bring disruptive technologies, such as artificial intelligence, web real time communications and robotic automation processing to customers.

Britannic partners with industry-leading vendors such as Mitel, Avaya, Microsoft, Red Box, ComputerTel and Bizvu. Trailfinders, North Herts District Council, Markerstudy Group and the Kennel Club are just a few of the customers that have transformed their contact centres with Britannic.

For more information, please visit, www.btinet co.uk