Challenge

Harrington Brooks clients are domestic individuals and demand the flexibility to contact and be contacted personally via mobile phones at any time convenient to them, which resulted in an increase in telephony cost and utilised funds that could be channelled into further enhancing the customer experience and increasing competitive advantage.

Therefore the challenge was to achieve and beat Harrington Brooks contact strategy requirements and reduce costs at the same time. They wanted more for less.

Solution

4Net Technologies in partnership with Packet Media, designed and installed a GSM Gateway solution for Harrington Brooks that would interface with the telephone system and dialler, to enable calls made from the contact centre to a customer mobile to be routed via the GSM Network. By routing the call in this way it becomes a mobile to mobile call rather than a landline to mobile call which reduces the cost typically by approximately 50%.

Benefits

• 57% savings on call costs totalling £100,000 per annum
• No capital expenditure - costs are covered within the managed service
• Alternative route provided to aid disaster recovery increasing resiliency
• Managed service to guarantee peace of mind if any issues arise