Northern Devon NHS Trust case study

The challenge

The help desk is the window to all our services. We’ve greatly improved its responsiveness and set the bar higher as a foundation for future improvements in our IT service maturity.

Mike JonesDirector of Information Management and Technology, Northern Devon Healthcare NHS Trust

The solution

BT Cloud Contact led the revival. Not only optimising people’s time, new performance data gives Mike’s team the tools they need to keep an eye on things. Customer satisfaction is much improved and staff morale is better because that enhanced service is visible to all.

The result

Serving the needs of 4,500-strong mobile workforce
busy weeks could leave issues outstanding
BT Cloud Contact flexible and quick to install
Low capital investment with pay-as-you-go pricing
Call waiting times and abandonment rates plummet
10 agents now handle 2,000 calls a month with ease.

When call answering is unstructured it’s difficult to know how good (or bad) your service is. To optimise your customer contacts there’s no substitute for having performance data at your fingertips in real-time.

Want to get out of a hole in a hurry? A cloud-based contact centre solution can be installed in weeks rather than months and needs no investment in on-site hardware. A browser’s all you need to get going.

Almost-unheard-of contact centre scalability means our cloud-based solution is suitable for companies ranging from SMEs to multinationals. And with flexible pay-as-you-go pricing, it suits any-sized purse or pocket.