Case Studies
More than 250,000 users across more than 5,000 European corporations rely on SmartNumbers for mission-critical telephony
Ranging from the largest organisations such as the Ministry of Defence, high street banks and financial institutions to the smaller start-ups housed in Regus offices, SmartNumbers clients are driving down the costs of business communication.
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Flexible Working: Accenture
With project-teams working across the UK and Europe, often for several months at a time, Accenture were wrestling with the issue of keeping mobile telephony costs down - while at the same time ensuring that their consultants were always able to be contacted both by Accenture staff and their customers. Their solution to this was Flexible Working, allowing consultants to 'touch down' in any location and still be part of the Accenture client-facing service team.
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Virtual Contact Centre: BEA
BEA wanted a more advanced voice solution that could simply and seamlessly distribute calls to personnel anywhere in Europe, improve reporting facilities and provide in-built voice continuity. The next generation SmartNumbers Virtual Contact Centre service has improved communications efficiency, provided extended language coverage and enhanced reporting – without the need for new on-site equipment.
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Flexible Working: BT Group
With over 15,000 employees already using SmartNumbers, the solution became the obvious choice to deliver on the 'My Customer Promises' initiative from Pierre Danon, CEO, BT Retail. By ensuring that BT business customers will always have a choice to speak to their account team, no matter where they may be located or what they may be doing, BT are able to deliver the highest level of customer-service as part of their brand value.
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Virtual Contact Centre: Future Travel
Having 630 ABTA-certified home-based operatives makes the Co-Op Travel Group's Future Travel subsidiary the largest virtual contact centre in the UK. Co-Op Travel uses the SmartNumbers Virtual Contact Centre service to handle incoming calls from customers that are booking new holidays and enquiring about previously booked holidays. Incoming calls are distributed by the Virtual Contact Centre service to agents working across the UK based upon skills, agent availability, entitlement, and equal distribution of calls.
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Virtual Contact Centre: ICAS
ICAS is a leading provider of employee support providing post-trauma employee counselling. The company wanted to improve the quality of its telephone-based service and making more effective use of home-based counsellors. The solution was to implement a SmartNumbers virtual contact centre.
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Business Continuity: ISIS Equity Partners
ISIS Equity Partners, is a private equity partnership that invests in profitable small to medium-sized UK businesses run by entrepreneurial managers. SmartNumbers enables staff to communicate amongst themselves when on the move, visiting clients or working from home. The disaster recovery capability provides peace of mind knowing both calls and faxes from clients will continue to flow without interruption.
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Flexible Working: Microsoft
Microsoft has implemented a policy of desk sharing to provide flexible office working and to control/reduce office costs at their new Reading campus. "We re-located in excess of 900 staff and introduced desk sharing. People sharing desks can save costs but desk sharing can create it's own communication challenges. Now each desk sharers can be at any desk, in any country and the call will be connected."
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Flexible Working: Ministry of Defence
The UK Ministry of Defence have deployed the SmartNumbers Flexible Working solution as their standard for flexible working across the UK. Enabling key staff to be reached at any location, supporting home-based and overseas-based staff to present a unified communications experience for their suppliers, partners and employees was considered a mission-critical requirement.
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Business Continuity: Mediaedge:cia
Needing to ensure that their customers could always reach them, Mediaedge:cia implemented the SmartNumbers Business Continuity Solution. The solution is delivered On-Demand from the public network thereby eliminating the dependency on their own PBX or communications network. This solution can be provisioned in a matter of days and requires no capital expenditure.
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Virtual Contact Centre: National Health Service
Deploying the SmartNumbers to provide a premier customer care solution to the midwives and nursing staff across NHS regions has proved invaluable. Not only are patients provided a higher standard of service, but midwives no long need to give out personal or mobile phone numbers to ensure that they can always be reached, day or night. "By reducing switchboard calls by 35%, a burden has been lifted from our operators, they can now properly help the people who need guidance most. This has actually made a difference to people's lives"
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Voicemail and Announcements: Threshers
Thresher Group is the UK’s leading independent specialist drinks retailer, serving over 150 million customers a year and employing over 12,000 people and required an efficient way to broadcast important messages and promotions to their network of 2,590 stores throughout the UK.
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Virtual Contact Centre: Travel West Midlands
As part of an enhancement its internal IT Help Desk services, Travel West Midlands wanted access to detailed real-time management information reports on call handling and visibility of out-of-hours and weekend calls. With SmartNUmbers a single Virtual Team Number is promoted to employees as the Help Desk contact point.
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Virtual Contact Centre: Virgin Atlantic
With a wide variety of internal and customer-facing helpdesks across Virgin Atlantic, it was important for the company to ensure a consistent level of customer and internal service - irrespective of the nature of the enquiry, the location of the service agent, or the needs of the customer. Virgin Atlantic have deployed the SmartNumbers Virtual Contact Centre to ensure the highest-quality service-provisioning capability with the lowest cost and fastest time to implement.