Communications provider Foehn have put in place an open-source-based customer contact system to support the sales and customer service teams from People’s Postcode Lottery.
“The phone system was outdated and certainly wasn’t keeping up with the growing demands of the business,” explains John Young, IT Operations Manager UK for People’s Postcode Lottery.
“The speed of growth also meant that solutions that originally worked well were now not suited for the modern business and the expectations of customers. For example, the office teams shared desk phones between six people and even transferring calls between individuals was cumbersome. It really was time for a change.”
In October 2012, People’s Postcode Lottery moved to a new location in Edinburgh in the heart of the city and Foehn started work on the new customer contact system – aspects of which needed to be completed within three days.
“It was a far from ideal situation because parts of our new office were literally being renovated at the same time as our new contact system was being established,” says John. “We only had a short window in which to complete the build and Foehn had to develop an API so that we could connect easily to our CMS systems. Thankfully, they had the system up and running from day one so that we could continue operating.”
As well as helping to reduce the running cost of People’s Postcode Lottery’s phone system significantly, Foehn’s solution provided the organisation with a host of new features.
“With our new contact centre, we now have the capacity and capability to deal with large volumes of inbound calls responding to our TV campaigns,” says John. “We also have features such as a callback page on our website so that our Customer Experience team members can contact customers at their convenience. Features like these enable us to ensure that we maximise sales opportunities and provide customers with an all-round better service.”
Author: Jo Robinson
Published On: 24th Apr 2013 - Last modified: 22nd Mar 2017
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