Caxton Transforms Customer Experience with Britannic – Providing a Personalised Seamless Service and Revealing Data Insights
Today, Caxton, a leading British fintech company known for delivering top-tier financial solutions for consumers and businesses for over 20 years, announced that it has transformed its customer experience and business operations.
In partnership with Britannic, they implemented the Five9 cloud contact centre solution, achieving a 21% reduction in call handling times and an 8% decrease in customer waiting times, plus maintaining an impressive NPS of over 70 during peak periods. Enabling them to improve customer experience and harness data-driven insights to shape strategic decisions while driving continuous improvements.
Digital Transformation Journey
Britannic worked closely with Caxton understanding its objectives and assisting them in designing their digital transformation journey to improve their customer experience and business operations.
Mital Patel, CIO at Caxton, said,
“As a company, we are deeply committed to delivering an exceptional customer experience,”
“We wanted a forward-thinking contact centre solution that could scale and adapt as fast as we do. Five9 and Britannic worked closely with us to ensure the solution aligns perfectly with our dynamic business environment.”
Flexible Cloud Contact Centre Solution
Britannic recommended the cloud based Five9 contact centre solution for their agents who hybrid work in the office and from home. The new solution allows them to scale up and down when required, such as in busy seasonal periods or for sales and marketing campaigns. It also provides additional robustness and security, which is paramount in fintech, plus the flexibility to add on applications when required.
Integration was critical to Caxton because they use several external systems such as Zendesk CRM, Hubspot and Microsoft Teams, all of which needed to be integrated for more seamless operations. The integration also provides real time data for agents who see a CRM screen pop of the customer when they call in, providing them with the contact details and the history so they can deliver a more personalised service and instantly see what their last call was about. Presenting them with the ability to deliver a faster first-time resolution and provide a more consistent and seamless experience.
Analysing and Reporting
One of the main reasons for moving to the new contact centre solution was to be able to analyse call volumes, call handling and identify issues. Armed with this arsenal of information, managers can now oversee call flows in real time, ensuring that every customer query reaches the right team member at the right time. With embedded call recording, Caxton has gained valuable insights to fine-tune training and development, continually enhancing service quality.
Strong Partnership
Britannic prides itself on working with customers as a strategic consultative partner.
Jonathan Sharp, CEO, Britannic comments,
“We are delighted to be working with Caxton and helping them leverage their findings from the data to make improvements and continue to improve their customer experience. Our customer success programme is a real eye opener for customers revealing hidden patterns and trends in their customer data providing them with the ability to discover the unknown. The opportunities are endless.”
Britannic worked with Caxton to diagnose areas for improvements, playback their findings and suggestions, then they designed and tested the solution. The project does not then stop at the deployment of the solution, supporting and monitoring are critical to the success of a tech project as it is never static and always evolving.
“Britannic has been exceptional – truly professional and dedicated, guiding us at every stage. They invested considerable time in understanding our business model and objectives, with both planning and execution delivered to a first-class standard. As a highly agile company, we act quickly when we need something, and Britannic matches our pace, designing and deploying the right solutions without delay.
What sets Britannic apart from other partners is their drive for innovation. They’re always one step ahead, exploring new technologies that transform how we communicate and work,” says Patel.
Britannic are award-winning specialists in business communications, systems integration, digital transformation, and managed services, maximising the ICT investment of private and public organisations across the UK.
Britannic Technologies is a consultative technology partner with a difference. We are a highly knowledgeable team of approachable, long-serving experts specialisingin business communications, contact centre, unified communications, networking, automation, and systems integration. We go the extra mile to create value, mitigate risk, and manage change effectively, building strong relationships based on trust.
We collaborate with customers and class-leading partners to innovate and add value, achieving excellence in everything we do. Working in partnership with customers to understand their business goals, processes, and culture, we develop change strategies and underpinning technology solutions, tailored to each client’s needs. As leaders in innovation, we are proud to bring disruptive technologies, such as artificial intelligence, web real-time communications, and business process automation to customers.
Britannic partners with industry-leading vendors such as Zoom, Mitel, Five9, 8×8, Bizvu, Calabrio, and Microsoft. Trailfinders, North Herts District Council, Markerstudy Group, and Advance Housing & Support are just a few of the customers that have transformed their business with Britannic.
For additional infrmation on Britannic view their Company Profile
