Case Study: Grass Roots Updates Infrastructure

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The Grass Roots Group has implemented a next-generation communications infrastructure with help from Sabio.

Grass Roots is a provider of employee and customer engagement solutions, and helps global brands solve their employee and customer engagement needs, supporting projects with a portfolio of reward, recognition, insight, loyalty, promotions, incentives, meetings and events services.

The problem

The company wanted to bring its existing Avaya infrastructure up to date and optimise its deployment to unlock ongoing operational efficiencies. They also required 24x7x365 support for the platform from Sabio’s specialist Glasgow-based Support Centre.

The solution

The next-generation communications infrastructure, implemented to support the company’s expanding international operations, is based on a core Avaya Aura Communications Manager platform.

“While we’re initially focused on delivering core communications services, such as call routing and call recording to our staff, we’re excited that we’ve now got a more agile communications infrastructure in place that will enable us to add further value for our customers,” said Tony Gooch, Group Communications Architect at Grass Roots. “Having Sabio on board, for example, will allow us to investigate how innovative customer engagement technologies such as speech analytics and voice biometrics can play a role in future projects. We’re also confident that Sabio’s investment in its major Support Centre – as well as its global reach via its Asia/Pacific hub in Singapore – will also lead directly to a more reliable communications performance for Grass Roots.”

Kenneth Hitchen

“Many of the world’s leading brands – including organisations such as Nationwide, Toyota, Microsoft, Chanel, BMW, Aviva and Argos – entrust The Grass Roots Group with employee and customer engagement projects, so we’re proud to be supporting their core communications needs as they continue to grow globally,” said Kenneth Hitchen, Director at Sabio. “Grass Roots’ decision not only reflects Sabio’s proven expertise in core communications technologies from vendors such as Avaya and Verint, but also the role we can play in helping them put innovative customer engagement solutions to work in order to unlock further value for their clients. We look forward to a long and successful partnership.”

For more information about Sabio, visit their website.

Author: Megan Jones

Published On: 28th Jan 2015 - Last modified: 18th Dec 2018
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