fm24 has deployed Intelecom Connect for its facilities management help desk which supports clients around the world.
fm24 is Macro’s dedicated facilities management help desk provider.
The problem
“We were looking for a telephony solution that combined the flexibility and scalability necessary to make changes and respond quickly to client requirements,” said Sasha Memedovic, Head of Service Delivery at fm24. “The latest skills-based routing features were also top of the agenda, essential to delivering world-class customer service whilst maintaining high levels of operational efficiency.”
The solution
Since implementing the SCS (Strategic Communications Services), Intelecom Connect-based solution, the help desk provider has consistently met service level agreements (SLAs) for call handling, while skills-based routing has improved operational efficiencies and helped deliver a personalised customer service to a diverse client base.
The 24-strong help desk operation handles around 15,000 telephone calls a month, with as many as 700 on an average weekday. Email traffic into the help desk is currently 30% more than the annual call statistics.
While the help desk is the core business, the nature of the calls and email enquiries varies considerably and reflects their customer base. For example, one client might require an IT help desk whereas another client might need a help desk focused entirely on health and safety.
The benefits
“The biggest benefit of using SCS and Intelecom is the introduction of skills-based routing. Today, skills-based routing means that at all times calls are automatically routed to the agent with the most appropriate knowledge and experience,” continued Sasha Memedovic. “They are also helped by a screen pop-up that identifies which client is calling, enabling an agent to provide a highly personalised greeting and enhanced customer experience from beginning to end.”
Klaas van der Leest
“The inbuilt intelligence of our technology, when combined with skills-based routing, saves time and empowers agents, the very heart of any help desk business, to deliver a personal, highly satisfactory service to customers,” said Klaas van der Leest, Managing Director of Intelecom UK. “Working with our partner Strategic Communications Services is fundamental to ensuring that the service delivers the required business and operational benefits.”
For more information about Intelecom, visit their website.
Author: Megan Jones
Published On: 15th Jul 2015 - Last modified: 4th Apr 2017
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