Swale Heating receives 10,000 customer calls per week and needed a communications solution that could handle large call volumes without making customers wait. 8x8 delivered a flexible, cloud-based solution that combines business phone service, unified communications and a contact center to improve the customer experience and increase employee productivity—all while reducing the company’s communications costs by one-third!
Swale Heating is the biggest independent heating company in the South of England, servicing homes across Kent and Sussex. On average the company’s contact center receives 10,000 calls per week, so the phone system needs to be robust enough to handle large call volumes even at peak times.
On-premises PBX Kept Customers on Hold and Employees in the Office
However, Swale Heating’s previous on-premises PBX only had a 30-line capacity for the entire contact center. The result was long hold times for customers, especially during the busy winter months.
The PBX system wasn’t working well for employees, either. Swale Heating has a number of working parents and care givers who needed a more flexible work environment. The company wanted to give them the ability to easily work from home.
8x8 Cloud Solution Cuts Costs and Improves Customer Service
In January 2016, Swale Heating deployed a cloud-based 8x8 solution that combines Virtual Office, Virtual Contact Center and ContactNow to provide Enterprise Communications as a Service (ECaaS). This industry-leading technology has not only reduced the Swale Heating’s costs by one-third, it has also boosted customer satisfaction and employee productivity.