At a glance
Heavily reliant upon their telesales team, UtiliCo*, a utilities provider based in the East Midlands, suffered from declining performance when their existing telecoms solution began to sporadically drop calls. As a result, they contacted ROCK seeking a more robust comms solution, and as a result of our success, Premier IT Management service.
The situation
UtilCo* were struggling to achieve its organisational aims, and its technology unable to support its business strategy. Looking to create a technology strategy that empowered growth ROCK, via our Premier IT Management service was able to identify, monitor, manage, and continually improve their IT services: creating a digital strategy made for innovation and transformation.
The majority of UtiliCo’s* sales were generated by a telesales team tasked with contacting leads purchased from an external supplier. When they began to experience difficulties with their phone systems, this posed a significant threat to the organisation’s wellbeing, The company reporting dropping out of calls whilst they were engaged in conversations with prospects as well as poor call quality.
Having reviewed the relevant setup, ROCK’s consultancy team noted that UtiliCo* were using ISDN lines reliant on ageing analogue-based infrastructure. The company already utilised a leased line for their internet connection, however, and enjoyed reliable and consistent up and download speeds. As a result, a dependable solution to their problem could be implemented rapidly.
Recommendations
- Implement a technology strategy aligned to the business strategy
- Implement a VoIP system to replace the ageing ISDN-reliant solution, over a high-speed private internet connection
- Leverage analytical software included with ROCK IP (our VoIP-based solution) to improve the sales team’s performance
How we helped
- Ticket resolution time reduced by 3 hours
- Monthly telecoms bills were reduced by 63%
- No reported issues with call quality in the 12 months following installation
- Telesales team conversion rate improved by 32%
Outcome
As a consequence of our award-winning 24/7/365 IT support UtilCo* was able to successfully focus on driving growth and innovation, improving productivity and user satisfaction cost-effectively.
Leveraging UtiliCo’s* reliable digital network, ROCK installed our VoIP system across the organisation. Low-cost monthly OPEX pricing was provided to spread hardware costs over the first 36 month period of the phone system being implemented. ROCK engineers provided all staff with training, ensuring they were comfortable with the new system. In total, the on-site implementation process took just two days.
To improve call quality and resiliency, a private internet line was installed with an industry-leading uptime service level agreement, as well as backup internet services to make sure the office was consistently online.
With this system featuring a generous allowance of 5,000 minutes per user, the implementation of ROCK IP reduced UtiliCo’s* communications expenditure by 63%. Additionally, thanks to superior call quality and improved coaching procedures brought about by ROCK IP’s analytical capabilities, UtiliCo’s* telesales team’s conversion rate improved by 32% in the first 12 months of the system being in place.
*We value our clients and their right to a confidential consultation. While the name has been altered, the results are real.
