Tuesday, 21 November 2017

Travis Perkins creates virtual contact centre

Content Guru
Thursday 20 August 15

Travis Perkins, one of the UK and Ireland’s leading builders’ merchant and home improvement retailers, has enhanced customer experiences while slashing response and contact handling times, following the implementation of a storm cloud contact centre. Implemented in March 2014…

Travis Perkins, one of the UK and Ireland’s leading builders’ merchant and home improvement retailers, has enhanced customer experiences while slashing response and contact handling times, following the implementation of a storm cloud contact centre.

Implemented in March 2014, storm provides iACD (intelligent Automated Contact Distribution) and Interactive Voice Response (IVR) services for the company’s Internal Service Desk, Birchwood Price Tools (BPT) and PTS (Plumbing Trade Supplies) business units.

From the cloud, storm intelligently routes customers to appropriate live agent or self-service resources, ensuring calls can be handled more efficiently and the entire estate managed as a single entity.

The storm service replaced multiple on-premise contact centre systems that were approaching end-of-life. The systems lacked both ACD and management information capabilities and at peaks frequently became overloaded, preventing customers from accessing the information they required while providing no oversight of the situation to contact centre managers.

storm represents a major component of the company’s on-going 5-year expansion plan, as it aims to double its £5 billion revenue stream. Deployments for additional Travis Perkins businesses and the addition of new storm technology services – including the introduction of storm PADLOCK™, an agent-assisted PCI DSS compliant payment service – are both planned for the near future.

Matt Greaves, Service and Operations IT Director, Travis Perkins commented:

“We required a flexible contact centre solution that could be deployed rapidly and could scale to meet our ambitious expansion plans, supporting the diverse needs of multiple businesses and a growing customer base under one unified estate. The intuitive web-based interfaces on storm enable us to centralise the management of a complex and geographically disparate estate, and its highly intelligent communications applications help us to reduce response times and manage enquiries more efficiently. We look forward to working closely with Content Guru as we develop our storm solution in line with our 5-year strategy.”


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