The Customer
Norfolk County Council and Great Yarmouth Borough Council are two distinct levels of local government in the Great Yarmouth area. Norfolk County Council is the upper-tier authority, responsible for strategic services like education and social care. Great Yarmouth Borough Council is a district council.
The Challenge
The installation was undertaken remotely ensuring no disruption to the council’s services. Exchange Communications also provided council employees with full training on how to use and navigate the new CCASS solution.
Implementation
Exchange Communications delivered a new Contact Centre as a Service Solution (CCASS), providing an upgraded customer service experience.
The cloud-based solution has no requirement for additional applications to be installed on either of the two councils’ networks, no servers or powered consumables, supporting council employees to work continuously, enabling them to log into from any device, anywhere, and at any time.
Key Results / Benefits
Exchange Communications successfully implemented the new connectivity which provides the following benefits.
- Enhances customer service experience.
- Enables better visibility of contacts and aiding reporting.
- Supports working from any device, anywhere, and at any time.
- Smooth and Seamless transition to new CCASS solution.
Quote
Tom Sime, CEO of Exchange Communications, said: “We are delighted to have delivered this solution for two local authorities committed to serving their communities and clients to the highest standard.
“The solution is very user friendly and doesn’t limit employees to working soley within the office.”
Tom added: “Norfolk County Council and Great Yarmouth Council had a dedicated and experienced project manager who oversaw every step of the project and switch over to the new system ensuring a smooth and seamless transition.
“The project is a fantastic example for other local authorities thinking about upgrading their unified communications systems.
“It can be daunting to imagine making the change, but we ensure it is an easy process that isn’t disruptive for staff and customers. We don’t even need access to the building to implement it and always ensure employees receive comprehensive training.”