More time for business projects
The managed ICT service has also freed up enough time for the Kelliher IT team to refocus on the support of business projects such as the contact centre upgrade for the Trade Direct Insurance brand, for example.
The contact centre upgrade, in turn, has powered sales growth with improved reporting, customer self-service and agent tools, and contact centre integration into Kelliher’s insurance database. Sales & Service Manager, Andy Marlow confirms, “Britannic’s Mitel solution has really helped us improve our call centre performance and they’ve been extremely flexible in tailoring our telephony customer journey. We have many staff working in multiple teams and over multiple brands but setting this up with Britannic felt easy.”