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 Case Studies

 

 Management Information Tool

Following a number of customer service complaints, one of our clients wanted a comprehensive review of their overall telecomms usage, handling and costs.

We suggested our budget-priced call logging software, TIM, which was installed within two days of the request.  Our client used an iSDX telephone system with 20 lines and 68 extensions.  In just three months of active service, the TIM system revealed the following:

  • Of the 20 lines installed, no more than 12 were in use at any one time. It was therefore decided to continue running the software over a longer period to check if this was a reasonably accurate portrait of line usage before terminating any lines. If it is, the number of lines will be cut from 20 to 16 still allowing 25% spare capacity and saving over 600 per annum in telephone line rental costs.
  • It was discovered that staff members were making a number of calls to unauthorised mobiles.  Legitimate mobile numbers were entered into TIM and staff were told that they would be billed back for private calls made to mobiles. In the first quarter alone the phone bill dropped by an astonishing 1476.38. This equates to an average of 24 a day, the equivalent of only 43 x 3 minute calls or 9 x 15 minute calls.
  • On average there were 48 abandoned calls a day between 8:30 and 9:00 a.m. but relatively no calls after 5:00 p.m. prompting a revision of staffing hours at reception.
  • Calls to Directory Enquiries were costing more than 122 per quarter (488 per annum).

By using TIM to manage calls effectively, telephone bills have been reduced by over 7,000 per annum.

 

 



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management tool
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TIM Call Logging

 

 

 Banks and the Financial Services

A large high street bank has numerous sites throughout the country. Their mobile sales force needed to be permanently contactable. All members of the sales force have mobile phones but it was impractical to contact them all individually. The bank had voicemail systems at each site and whilst this was effective at a local level, it didn't allow any interaction between managers on the different systems. Maintenance was becoming expensive because of the number of systems being maintained, so a solution was needed to unify the whole group's requirements.

A large voicemail system was installed at the bank's head office to replace the individual systems. Members of the sales force can contact this system 24 hours a day, seven days a week to pick up messages. Messages can be easily broadcast to all members of the sales force.  Managers of the individual regional office have been set up on a distribution list so they can be informed of management meeting etc.

The Voicemail system used also has Unified Messaging so sales reps can pick up their voicemail messages, e-mails and fax's from one central location. The system even has a voice to text facility that will read e-mails back over the phone. And the maintenance cost is a fraction of what it was for the individual systems.



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KVT Voicemail Range

 

 

 Business Centres & Serviced Offices

One of our clients has a number of business centres throughout the Greater London area. These business centres contain a number of small companies renting offices of various sizes. The following minimum requirements were identified:

  • The facility for reception to answer all calls in the name of the respective companies rather than in the business centre name.
  • A voicemail facility at each extension would be necessary.
  • Mailbox owners would need to be able to record their own individual voicemail messages from any extension in the building and also from external phones e.g mobiles, home phone etc.
  • During the working day (9:00 - 5:30) all calls would be answered by a live operator, at all other times calls would be answered by an Auto-Attendant. 

A KVT Voice messaging system was installed on each site, this was programmed to answer calls out of hours. It was also programmed to answer individual extensions on no answer or busy. On being answered by voicemail callers were given the option of leaving a message or returning to the operator. 

As the business centre supplied telephone lines and extensions to all companies renting offices, the following requirements were necessary:

  • A billing facility to bill each company back for individual for calls made.
  • An automatic system to produce bills weekly, monthly or as required
  • The facility to mark up these bills at different rates.

TIM - Telephone Information Manager was installed on each site. TIM runs a monthly report for each company listing all calls made. This report is printed or sent by e-mail depending on the company preference. Companies can also ask for other reports which can be sent automatically each month. These include:

  • Operator response times
  • Lost Calls
  • Number of calls received out of normal working hours


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TIM Call Logging
KVT Voicemail Range

 

 

 E-Commerce

Over 90% of our client's business was conducted over the internet.   They needed to set up a mini call centre to supplement their website.  This call centre would allow customers to track orders, query deliveries etc.  As a number of their clients purchased on a regular basis there was a requirement for the system to be able to identify customers who had previously ordered.  Before ordering, all of their customers were required to register and were consequently given a customer identification number (Customer ID) and password.

Because the website has a built-in tracking facility for orders, it was assumed that most calls to the customer support number would be because of delays or problems with orders.  The profile of the customer base indicated that callers would expect a speedy efficient system to answer their calls and would not expect to be kept holding while the agent answering the call hunted around for answers to their queries.

We agreed to customise our Nettel system to meet their requirements. Upon being answered at the Callcentre, customers were asked to enter their Customer ID number.  Their record immediately pops up on the screen of any free agents.  As well as the customer record, details of outstanding orders, shipments in transit and outstanding complaints also appears on screen.

Because the agent also has a full history of all previous transactions on screen they should be in a position to answer any query within seconds. 

The agent now has the facility to answer the call suitably e.g. "Good morning Miss Jones, are you calling about your outstanding order?".  If the caller is querying delivery, the agent would then be in a position to confirm any of the following:-

- when goods were shipped

- where the goods are

- when to expect delivery of the goods

As well as records of goods ordered the agent can also have access to payments received, letters sent, or in fact details of almost any transaction the caller has with the company.

 



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Nettel CRM System

 

 

 Public Institutes & Charity Organisations

One of our customers, a large institute wanted to improve their telecommunications systems. The institute, a registered charity acknowledged the need for an efficient communications system however they did not want to be seen ploughing money that had been donated to them into telecommunications equipment that they feared would be obsolete within a few years.

We were initially asked to provide consultancy to see if we could restructure their existing systems in a way that would allow them to cut out unnecessary expense. Any savings made were to be used to fund the purchase of any new equipment deemed necessary.

As the institute had been in existence for a long time the first issue was to determine exactly what lines and equipment was currently being used.

As part of our consultancy exercise we installed TIM software to monitor line usage. Like most large organisations it was discovered that a number of old analogue lines were installed but not being used. This also meant that a number of line cards on the telephone switch were redundant and did not require maintenance. The money saved on line rental was enough to finance the upgrade of their old DOS based Voicemail system to the NT based system with Unified messaging. The fax retrieval option was also implemented to allow members to retrieve information on forthcoming seminars and events.

Despite the installation of the fax retrieval system it was believed that some members would still prefer to phone for information and would ideally like to be answered by a live operator. To help answer these calls more efficiently our Nettel system was installed in parallel with the new VoiceMail system. This contains records of all members. When answering a call, operators have the facility to pull the members record up on screen. Although each record has the member number recorded, records can also be retrieved by postcode or member name. This feature is important as a number of members do not keep their member number to hand. Details of membership, events, seminars can be dispatched by e-mail, post of fax before the call has even ended.

The marketing department of the institute also uses the Nettel system to effectively target members with details of forthcoming events that they have registered an interest in previously.

All of these features combine to ensure that the level of communication between members and the institute has improved dramatically and all without any real cost in the annual telecommunications budget.

 



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Nettel CRM System
TIM Call Logging
KVT Voicemail Range

 

 

 Manufacturing

This particular client has a large manufacturing plant employing over 1,000 people. Another 130 people are employed in administration/sales/marketing roles. Office based staff are relatively easy to keep in contact with as they tend to be based in one place and are easy to contact during office hours by telephone or e-mail. Sales and marketing staff are contactable by mobile but staff working in the manufacturing plant are more difficult to contact as they work shifts and even when they are in, the noise on the factory floor means effective communication is difficult. Shifts change weekly and staff need to be able to check working hours from the plant and remotely.

A large KVT Voice messaging system was installed. As well as fronting all calls to the organisation and providing a voicemail facility for office based staff, all staff in the manufacturing plant were given Voicemail boxes. These mailboxes can be accessed from extension sockets based in the canteen, corridors and smoking room. Group boxes were also set up to allow messages to be easily posted to large groups of people. The company also organises a number of sports tournaments and staff outings. Group boxes were set up for these groups to make organisation of tournaments and events easier. While on holiday or away from the factory staff have full access to both their personal and group boxes.

The company believes that by improving communication not just between managers and staff but also between co-workers the moral in the organisation has improved dramatically.

Reports from staff indicate that they find the voicemail system invaluable and can no longer imagine life without it.



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KVT Voicemail Range

 

 

 NHS & Healthcare

As a major London hospital, this client has a number of vital issues to deal with:

  • Emergency calls to be prioritised.
  • All calls to be answered within strict time limits.
  • It cannot be assumed that callers will be comfortable with, or capable of, using Auto-Attendant features.
  • A fail-safe facility is required, to alert doctors and nurses of urgent messages.
  • It is difficult for operators to keep a track of staff movements since, unlike an office environment, staff are seldom in one place and staff hours vary from one week to the next.
  • If staff call in sick, a superior needs to be notified immediately in order to arrange cover.
  • The facility to bill back for calls is required for private patients with use of phones.
  • Obvious budget constraints mean that existing systems be used where possible.

In order to respond to the above, the following was implemented:

The existing system was programmed so that emergency calls go straight to the operator and ring on special red alert lines, activating external electronic devices. All other calls are answered by an Auto-Attendant system. The message on this system is short and allows callers familiar with this type of system to direct themselves through to the appropriate party. Callers not pressing any digits are immediately transferred to a live operator.

Mailboxes were set up for all staff with a scheduling facility that allowed them to be paged or text messaged immediately should a message be left, where messages are marked urgent. As the VoiceMail system has 10,000 mailboxes as standard, a number of staff members have more than one box. Only selected staff members have the facility to leave messages in priority boxes. These messages are programmed to escalate if unanswered within a predetermined time.

An 'absence box' was set up for each ward.  As soon as a message is left in the box, the person identified as being in charge of the ward at that time is paged.

A directory system has been built-in to allow switchboard operators to access information quickly and easily. This includes details of shifts as well as holidays for all staff. It is also integrated with the call logging software so that billing can be carried out without re-entry of information.

The software also allows certain (private) extensions to be billed at higher rates than the rest.

Without replacing any of the existing equipment the system is now set up in a way that vastly improves communication within the hospital.
By utilising existing DSP cards and telephone system components, an estimated saving of 72,000 was achieved.

 



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banks
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institutes
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KVT Voicemail Range
TIM Call Logging

 

 

 Small & medium size business

This customer had a small factory, manufacturing products mostly sold through the trade.  As a family based company that had been operating for a number of years, most transactions were completed on paper with very little technology involved.

On relocating to new premises it was necessary to install a new phone system.  Before choosing a system it was important to ensure that it was relatively futureproof and would integrate with other technology that might be required in the future. The main areas of concern were as follows:

  • The firm prided itself on its personal touch and didn't want to be taken over by technology.

  • There was a definite need to store some customer information on PC as current files were on average two inches thick and it was impossible to readily access information.

  • A voicemail system was not to be used to answer calls as it was felt this would be off-putting to their clients.

  • A number of calls did not need to be answered by reception and a number of staff had lines that bypassed switchboard for this reason.

  • The company wanted to set up a web site and believed this would introduce new business. The current systems in place would not be able to cope with the additional administration involved.

  • Staff numbers fluctuated by season so any systems introduced would need to easy to learn or very intuitive so time wasn't wasted training new staff several times a year.

  • Any new technology introduced would initially be installed only in the administration office and gradually rolled out across the company.

  • The company had been a BT customer for a number of years and wanted to continue using BT lines and a BT telephone system.

The company agreed with BT to install a Meridian Option II telephone system with ISDN lines and DDI.  The customer wanted to answer all calls during the day by a live operator therefore the Meridian system was programmed to divert all incoming calls to the operator during office hours. The ISDN lines allowed callers to call direct to individuals extensions without going through the operator. 

In order to be able to access customer records quickly and easily a Nettel system was installed.  When the operator answers calls she can call up the customers record on screen.   For some calls the operator may just need to answer a simple query or put a note on the record, all this can be done without ever leaving the desk.   If the call needs to be transferred to someone else within the organisation then the call record is transferred with the call  - No more hunting through paper files for customer details.  While on a call staff members have the facility to send standard letters, faxes, order confirmation etc.  This means that several hours are saved each day waiting for typing to be done, checked and sent.

The Nettel system also has a built in transactions facility that allows details of payments received from clients to be entered and payments made to suppliers to be entered.  Initially the system was used only by 12 members of the administration department (Incidentally the admin department now has 12 people instead of 16 required at the old premises) .   Nettel has now been rolled out across the company and is used by the order processing department, sales departments, accounts department and customer services. 

 

 



management tool
banks
business centres
e-commerce
institutes
manufacturing
health service
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Nettel CRM System

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