whitepaper
Improve the customer experience
Engage them on the channel of their choice
overview
Getting to grips with digital channels
This white paper considers some of the advantages and hidden challenges of moving from voice-only to omnichannel provision. It uses Genesys Cloud to show how an integrated platform with intelligent automation can greatly enhance the customer experience.
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Case Study
Exposing Hidden Savings
Client
Metropolis International Group
Sector
Publishing
Price negotiation and haggling over tariffs alone is not the most effective route to cost reduction.
Intelligent call analysis can expose far bigger savings. It’s a specialist job, but big savings are still achievable if you can find a service provider with the knowledge and experience required. The proof of this was discovered by Metropoliis International Group when they reviewed their telecoms services. With some of the biggest titles in the industry, Metropolis is a top publisher in the consumer, business and travel sectors. In this aggressivley competitive environment, Metropolis has held a market leading position since 1994, due in good part to an active call centre focused on advertising sales. Heavy usage of outbound calls to both mobile and fixed line prospects knocks a big hole in the IT budget and represents a significant cost to the business as a whole.
I’m surprised at the scale of the savings. I’m even more surprised that I haven’t had to change my network carrier.
Having a novation agreement with BT, Kerv was able to take over management of our voice services and billing. The process was really simple, without any disruption to our telecoms services. Now, in the knowledge that Kerv is monitoring my call records, I can be confident that I’m always getting the best deal.
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Case Study
Building better businesses
Client
Terra Firma
Project
Cloud Communications
When Terra Firma needed to improve business continuity and voice communications it turned to technology partner Kerv Collaborate.
Terra Firma, like many organisations, had quickly embraced Microsoft Teams for collaboration, but had been nervous about migrating their telephony. Voxivo4Teams removed those concerns and Kerv Collaborate was with Terra Firma every single step of the way.
We haven’t seen any loss in productivity. Our employees work just as efficiently from home as they do in the office.
Voxivo4Teams was set up with Microsoft Teams Direct Routing as part of a hybrid approach. Importantly, it ensures quality call recordings for compliance purposes – a prerequisite for financial services companies. So, when the pandemic struck, Terra Firma changed to remote working without any problems or the expense of Microsoft Voice call plans.
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Case Study
Transforming the management of mobile communications
Client
Knauf GMBH
Project
Mobile Communication
The procurement of Mobile communications has become a complex task
A fiercely competitive market has driven many service providers to specialise in one or other of these areas. In turn, the customer now faces the challenge of increased administration, more complex billing, fragmented reporting and growing management costs. In response, businesses are seeking a single provider that can deal with complexity, maintain service levels and deliver cost efficiencies.
Kerv Collaborate has transformed the management of our mobile communications. Their proactive approach and personal service has built a close and valuable working partnership that has succeeded in reducing admin, cutting costs by 30% and simplifying the billing process.
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Case Study
A Nightmare on Beak Street
Client
Keko London
Sector
Digitalisation
For all businesses today, digitalisation of business processes is critical to the battle for competitive advantage and employee productivity.
All too often, though, the criticality of super-fast network availability is matched by an equal and opposite super-slow installation process. Accessing new fibre networks, brought about by office moves, new system installations, company mergers or rapid business growth, can be fraught with delays. The consequences can be disastrous, as discovered by Keko London, the Soho- based advertising and marketing agency.
Kerv Collaborate literally saved our Agency. Broadband is now as essential as water or electricity to the running of our operations and yet my business lost money and was put at risk because of archaic infrastructure, bureaucratic processes and poor customer service on the part of network service providers.