Teams' sprint away from legacy platform
Claims Management Company takes direct route to FourNet’s Agile Cloud
This outsourcing claims management company for UK insurers was unprepared for the upheaval created by the coronavirus pandemic. Remote working for staff was achieved thanks to a quick fix. But, with a second lockdown looming, a cost-neutral, future-proofed, cloud-based Teams-integrated solution is dramatically altering the claims management outsourcing Group’s communication’s landscape, keeping agents safe, at-home and productive.
Calls Per Year
With an on-premise legacy system, BT landlines and a 20-year old telephony system, enabling employees and contact centre agents to work from home was far from straightforward. This claims management organisation was spending around £40,000 per year on infrastructure including costly line rental and IT support and was using non-geographic 03 telephone numbers.
Those had to be redirected to agent’s mobiles to enable remote-working. Internal collaboration was conducted via Microsoft Teams. FourNet proposed a cost-effective, cloud-based subscription model in a cost-neutral re-engineering of the Group’s contact centre telecoms.
With England’s second lockdown looming in late 2020, FourNet embarked on its new ‘Sprint approach’ to installation. A future-proofed Teams-integrated contact centre solution was chosen. The first phase delivered a Teams telephony solution across the Group within just 10 days.
The second phase delivered full contact centre functionality for a new Enghouse contact centre, fully integrated with Microsoft Teams including skills-based routing, call back options and call recording.
We are extremely pleased with the cost-effective, cost-neutral solution delivered by FourNet and the 'sprint approach' which delivered the first phase of our new system in a matter of weeks rather than months. Because FourNet has integrated Teams into the Enghouse Interactive contact centre solution, we are also saving on what otherwise would have required us to purchase an expensive Microsoft calling plan.
Client - Head of IT
We have moved the customer away from a traditional on-premise solution which reduces their infrastructure costs, but more than that we've helped re-engineer their entire communications structure into a cloud-based subscription model with fully managed service. We've done so on a cost-neutral basis for the Group. At a time when many companies are feeling the pinch, speed of installation and minimal costs are key, and we are pleased to have delivered both.
Mike Tongue, Account Director at FourNet