Travis Perkins creates virtual contact centre in the cloud to transform service operations – Travis Perkins, one of the UK and Ireland’s leading builders’ merchant and home improvement retailers, has enhanced customer experiences while slashing response and contact handling times, following the implementation of a storm® cloud contact centre.
Implemented in March 2014, storm® provides iACD® (intelligent Automated Contact Distribution) and Interactive Voice Response (IVR) services for the company’s Internal Service Desk, Birchwood Price Tools (BPT) and PTS (Plumbing Trade Supplies) business units.
From the cloud, storm intelligently routes customers to appropriate live agent or self-service resources, ensuring calls can be handled more efficiently and the entire estate managed as a single entity.
The storm service replaced multiple on-premise contact centre systems that were approaching end-of-life. The systems lacked both ACD and management information capabilities and at peaks frequently became overloaded, preventing customers from accessing the information they required while providing no oversight of the situation to contact centre managers.
storm represents a major component of the company’s on-going 5-year expansion plan, as it aims to double its £5 billion revenue stream. Deployments for additional Travis Perkins businesses and the addition of new storm technology services – including the introduction of storm PADLOCK™, an agent-assisted PCI DSS compliant payment service – are both planned for the near future.
Matt Greaves, Service and Operations IT Director, Travis Perkins commented:
“We required a flexible contact centre solution that could be deployed rapidly and could scale to meet our ambitious expansion plans, supporting the diverse needs of multiple businesses and a growing customer base under one unified estate.
The intuitive web-based interfaces on storm enable us to centralise the management of a complex and geographically disparate estate, and its highly intelligent communications applications help us to reduce response times and manage enquiries more efficiently. We look forward to working closely with Content Guru as we develop our storm solution in line with our 5-year strategy.”
About Travis Perkins
Travis Perkins has 24,000 employees in 1,900 outlets and over 200 contact centre agents. A FTSE 100 company, Travis Perkins runs a complex estate of 18 product brands across 19 businesses, generating revenue of £5.58 billion. However, its marketplace is becoming increasingly competitive, with excellent customer service a crucial differentiator.
With growing pressure to meet and exceed rising customer demands, Travis Perkins needed to improve its geographically disparate communications estate, which is tasked with handling critical customer enquiries for its constituent companies. This complex framework comprised multiple on-premise contact centre systems with no centralised management.
With replacement on-premise systems prohibitively expensive, Travis Perkins needed a cost-effective, future-proofed solution to optimise its communications management, facilitate top-class customer service and consolidate disparate communications systems.
Travis Perkins selected storm®, the world’s largest Communications Integration™ platform, to address these challenges.
With the technology already live in the cloud, Content Guru rapidly configured and deployed Cloud Contact Centre solutions with centralised management across the three separate sites, phasing out existing systems.
storm’s effectively unlimited capacity provides seamless service, even when contact volumes reach peaks. storm also identifies inbound phone numbers and the geographic origin of calls, helping Travis Perkins to build trust and increase engagement with its customers by automatically directing contacts towards local account owners.
storm VIEW™ automatically produces detailed real-time and historical reports, giving contact centre managers granular and holistic visibility over all contact centre and agent operations. The service builder enables managers to become agile in implementing service updates within seconds.
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