Fibrus Networks takes Bronze at ECCCSA 2024

Published 28/11/24 under:

Broadband network provider Fibrus is investing more than £500m to bring high-speed digital services to towns and villages across Northern Ireland and the north of England. Recently, it surpassed the 100,000-customer milestone, which amounts to growth of over 70,000 customers in just 12 months.  

Leveraging the Genesys Cloud platform, a Kerv solution provided the business with the digital-first approach it needed to differentiate the Fibrus brand in a crowded space through superior customer service. Those achievements sealed the bronze award for Best Customer Experience Redesign at this year’s European Contact Centre and Customer Service Awards. 

Liam Mulholland, Service Delivery Director at Fibrus Networks, said:

This award shows how far Fibrus has come as we continue to build a world-class experience for our customers and employees. Kerv have been fantastic to work with. They have worked really hard to understand our business and their performance with us has been exemplary.”

Previous challenges like outages, poor data and reporting, and managing demand spikes are distant memories. Thanks to new digital channels, AI-powered automation, and gamification tools, Fibrus is now seeing greater customer satisfaction, employee engagement and tangible business benefits. 

The new Genesys Cloud platform enables users to efficiently manage inbound and outbound calls, email and Genesys Web Messaging, WhatsApp and Facebook conversations – all from a single desktop. Customers now complete identity checks through IVR, so agents don’t waste time. 

As a result, Fibrus has seen a 29% reduction in contact rates, releasing agent capacity and contributing towards a £630,000 headcount cost saving. Empathy and ensuring vulnerable customers in remote areas stay connected is at the heart of the new CX strategy – as evidenced by improvements in Net Promoter Score (27%) and Trustpilot ratings (7%). 

Julian Barrow, MD at Kerv Experience, commented:

“Our congratulations go to Fibrus for being recognised as a customer experience leader. Their well-executed contact centre redesign assures personalised customer care – empowered by highly-engaged agents and better quality conversations.”

 To learn more about the transformation please get in touch or read the case study.

Pictured L:R: Jon Hall, Neil Isherwood, Dame Denise Lewis, Stephen Riley, Liam Mulholland, Sarah Woolley