Strengthening operations, driving margin expansion & cutting costs with cloud communications

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Sydney Stewart
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1 Strengthening operations, driving margin expansion & cutting costs with cloud communications

2 Strengthening operations, driving margin expansion & cutting costs with cloud communications Growing companies have multiple communication needs, from a simple dial tone all the way up to advanced contact centre functionality. The traditional telecoms approach to addressing these requirements is complex & expensive through investment in many disparate hardware, software & carrier solutions worldwide, along with all the associated support costs. However, thanks to the cloud, you can now access all business communications and bold service requirements, while significantly cutting your costs, through the use of a single cloud communications platform. In any given month, we communicate with more than 20,000 people. Now, thanks to Solgari, we do that more intelligently and more efficiently than before, and, amazingly, at a fraction of the cost. We continue to benefit from the intelligence and power of their solution. We re now also examining innovations we simply couldn t have considered before. Brian Minto, Contact Centre Manager, L-EV8 Marketing In this eguide, you ll learn how L-EV8 Marketing drove revenue and margin expansion and cut overall business communications costs by 78% after switching to an integrated cloud communications services solution. By removing a complicated, disjointed telephony infrastructure and replacing it with a single, integrated cloud solution, we were able to automatically meet all our Central Bank, FCA and PCI DSS compliance and remove at least 30% of our previous communication costs. Gary Owens, CEO, IFG Group Plc

The traditional telecoms approach to addressing these requirements is complex & expensive through investment in many disparate hardware, software & carrier solutions worldwide, along with all the

3 Case Study - L-EV8 Marketing Contact centre across Dublin, Barcelona and Bangalore with heavy call volumes. L-EV8 Marketing is a pioneering brand loyalty expert providing EMEA marketing solutions to companies such as Ryanair, Littlewoods, HMV and Marks and Spencer. Their solutions are proven to consistently result in increased customer loyalty, higher brand value recognition and revenue growth. L-EV8 Marketing runs a global contact centre across three sites; Dublin, Barcelona and Bangalore. They interact with about 20,000 people each month through inbound responses to the various brand loyalty campaigns being run. L-EV8 needs To streamline and strengthen communications: L-EV8 had been using an on-premise contact centre software solution along with different carrier, support & maintenance solutions to meet all their various requirements across multiple sites. Management sought to access best of breed cloud based technology to meet all business telephony, contact centre, interactive voice response and call archiving needs through a single global vendor. To drive revenue and margin expansion: L- EV8 required more self-service customer options and automated 24/7 services to address standard responses to marketing campaigns so that skilled staff could be diverted to higher margin campaign opportunities. Essentially, L-EV8 needed a more intelligent communications system, which would see technology doing more of the work leading to an even better customer experience. This in turn would reduce cost and increase margins and enable revenue growth through concentrating on the right opportunities. To reduce communications costs: L- EV8 wished to introduce a cost effective platform which could seamlessly meet future potential business requirements while removing the multiple vendor approach across PBX, Contact Centre, Carriers, Fixed Line & ISDN rental and finally maintenance and support. Management saw the opportunity to remove the internal IT focus on telecoms and switch it to focus on business.

4 The solution One intelligent, cloud communications solution to deliver on all L-EV8 s needs. Solgari s deployment team and Brian Minto, L-EV8 Marketing s Contact Centre manager, planned, configured and deployed a solution that delivered on all L-EV8 s goals. An integrated, cloud business communications solution to provide all telephony and contact centre needs, including IVR and call archiving. The outcome Streamlined All Telecommunication Requirements Moved from using 5 different telephony, contact centre, and IVR providers to a single communications solution. All communication needs across all company divisions and locations are now met and facilitated using a single cloud platform from one provider. An agile communications platform that opens up further possibilities in terms of enabling more selfservice options for their customers and deeper integration with their core I.T. systems, particularly their own CRM system. The Solgari platform is highly flexible and progressive, allowing L-EV8 to future-proof further business communication requirements. L-EV8 can easily add, scale and add new service modules as required. We are able to introduce innovations into how we communicate with customers that we didn t even know were possible. The impact has been incredible. It drives far more efficient customer service and opens up all sorts of opportunities for new campaigns. Brian Minto, Contact Centre Manager, L-EV8 Marketing

An integrated, cloud business communications solution to provide all telephony and contact centre needs, including IVR and call archiving.

5 Overall Communications Costs Massively Cut by 78% Eliminated capital communications costs completely and replaced with a monthly subscription bases model. No further requirement for on premise telephone hardware and software such as PBX, call conferencing and call archiving. Removed requirement for associated maintenance & support contracts. No need for different carrier arrangements in different countries and huge reduction on call costs. No line rental costs, now using wholesale call rates for inbound freephone traffic. Driving Revenue & Margin Expansion Implemented intelligent call routing of inbound traffic from marketing campaigns depending on call origination and language requirement. Customers call in on local free phone numbers and are routed to the best available agent (with regards to language) based on where the call has come from, meaning that technology is doing more of the work. Automated response system deployed for lower margin calls such as customer policy or credit card cancellations. Intelligently deploying the right staff to higher value call opportunities. The cloud platform enabled a 24/7 self-service capability across the operation, enabling staff to focus on new growth opportunities.

No need for different carrier arrangements in different countries and huge reduction on call costs. No line rental costs, now using wholesale call rates for inbound freephone traffic.

6 Ready to switch? Moving your telecommunications services to the cloud is a simple, fast, smooth implementation Switching to Solgari s Integrated Cloud Communications Platform is a remarkably smooth transition. No need for expensive on-site engineers. Ready to go pre-configured IP phones can be shipped to your users, wherever they are located. Once the phones are plugged into your LAN, they are ready to use. You could alternatively choose to use a softphone option - the choice is yours, cloud communications platforms are built to be flexible. There is no downtime and only very minimal input required by your team. Planned over a few weeks and implemented in a few days, moving to the cloud could not be any easier. Solgari s incredibly innovative solution and approach delivered on every single key requirement we put to them. We now have all the functionality we need at a lower cost. The installation of the cloud platform for us was seamless. All we had to do was work with the highly competent Solgari team. Gary Owens, CEO, IFG Group Plc To learn more, visit solgari.com Solgari has developed the technology, network and partnerships to deliver the world s first complete enterprise cloud telecommunications solution.

No need for expensive on-site engineers. Ready to go pre-configured IP phones can be shipped to your users, wherever they are located. Once the phones are plugged into your LAN, they are ready to use.

Buyers Guide to Cloud Phone Systems

Buyers Guide to Cloud Phone Systems -002 -003 Introduction Highlights It s important to understand your options, your current business needs and future requirements before making a purchasing decision