Losing lame legacy systems to supercharge customer service.
Ripe Thinking Ltd is a trailblazing insuretech company with 60 employees who were struggling with lame legacy systems to supercharging the customer experience.
The business challenge
A busy contact centre was struggling with a failing on-site legacy dialer solution – and was not PCI compliant. Additionally, the legacy Avaya solution was unsupported and the speed restrictions on the leased line were not meeting the minimum requirement for the businesses cloud strategy.
The ICA solution
ICA considered a number of options from our ‘best of breed’ vendors and recommended a blended solution to fit the needs of the business: 8×8 Contact Now product, 200MB leased line and key IVR for PCI compliance.
How ICA work
We completed a discovery day with Ripe Thinking and conducted a full audit of their communications spend. With a full understanding of their requirements, ICA identified four suitable vendors, which we presented to the client – and fully explained the differences between them. Four were reduced to two for further exploration and both vendors provided demonstrations. Live customer site days were also completed before the final decision was made.
The outcome: Time, cost and efficiency savings that are boosting productivity
Ripe Thinking are now operating a reliable, easy to administer contact centre solution, withincreased efficiency and cost effectiveness.They are now fully PCI compliant. Ripe’s development team have worked from 8X8 API documentation to integrate the contact centre with their in-house CRM – and are seeing improved productivity.
CUSTOMER TESTIMONIAL
Thanks to ICA, we’ve seen an increase in ROI and transformed our contact centre into an effective operation. We work smarter, better, take more calls and provide improved customer service. ICA knows that delighting customers increases revenue and their solutions are helping our business grow (Melissa Savage, Contact Centre Manager).
