The Client

Based in Cheshire, S&G Response are an award winning insurance claims handling service to a range of stakeholders and intermediaries in the motor supply chain.

The Objective

To ensure call handling and message delivery would be absolutely seamless so the best customer experience could be delivered.

The Challenge

Call handling facilities were limited which could possibly impact the customer experience and the firm needed to find a telecoms partner that could not only engineer the optimum technical solution but who understood their environment.

The Solution

S&G Response were provided with a telecommunications software along with the very latest versions of applications on the phone system which included on-screen dialing and presence management. This enables monitoring of staff’s availability or the duration of calls and call recipient (mapped automatically to the firm?s global address book).

The Results

  • Enhanced performance ? fast, seamless call handling and transfer; on-screen dialling and a range of intuitive call features have all made for a better customer and staff experience.
  • The software of Mitel MiVoice Office 250 provided.
  • Improved Call Recording and Contact Centre Reporting
  • Predictable operating costs when Matrix247 took over the lines and calls.