Frontline
Frontline provides a bespoke telephone answering service to thousands of clients with complex customer communication needs.
At a glance
The issue:Â The existing contact centre solution was reaching end-of-support, and the business needed to futureproof its service while managing costs.
The project: The legacy solution was replaced by a Genesys multichannel cloud contact centre solution to handle Frontline’s 20,000+ monthly calls.
The outcome:Â The all-in-one platform has improved agent efficiency, support and collaboration and minimized the requirement for conflicting screen resources.
The Background
As customer communication experts, Frontline offers call-handling services for clients with complex communication needs, along with critical response services for emergency hotlines.
The business is based on the south coast of England and handles around 20,000+ calls per month. Covering multiple industries, from property management to IT services and funeral homes, Frontline’s teams of call handlers are highly trained to understand challenges across specific sectors and respond or escalate appropriately to deliver an outstanding tailored customer experience, every time.
Their phone lines are critical and are covered 24/7, 365 to provide a personalised human response when voicemail isn’t an acceptable alternative.
The Challenge
The legacy contact centre solution was about to reach the end of its supported life, and Frontline wanted to update the existing environment. At the same time, the IT team were keen to futureproof the business by deploying the latest technology and move from an on-prem to a hosted solution to ensure the best recovery rates in case of equipment failure.
The potential costs of a migration issue were extremely high. As funeral care is one of the biggest industries supported by the call centre, a single lost call could result in a £10,000 revenue loss for a customer. The chosen solution needed to be reliable, resilient and offer outstanding business continuity, and the migration needed to be seamless, with zero disruption to Frontline’s clients and their callers.
Why Maintel
Frontline had been a Maintel customer for over 10 years and the IT team had an excellent relationship with the existing account managers. As part of their due diligence, Frontline asked Maintel to design a solution, along with a competitive supplier.
Confronted with a glitchy demo and clunky solution from the other supplier, Frontline was reassured by the simple and user-friendly plug-and-play solution put forward by Maintel.
The design team were able to pinpoint the bespoke features such as script pop-ups that were needed by regular clients and facilitated them to work efficiently. Frontline was reassured that their excellent working relationships with Maintel staff from the service desks to project managers and commercial teams would result in the right result for the business, its staff and clients.
The Solution
Maintel deployed a Genesys all-in-one cloud contact centre solution to deliver the secure, reliable and resilient service that Frontline’s customers expected. Along with voice and email capabilities, Frontline can offer webchat integration to customers, some of whom support over 200 websites.
Agent happiness was a critical consideration for Frontline, which is a family business with excellent staff retention. Call handlers are highly trained to answer difficult enquiries with care and sensitivity, and skilled at intelligent escalation. The company takes agent support very seriously and appreciated the intuitive Genesys desktop which effortlessly connected channels and data, without moving between multiple resources.
The solution also offers easy internal messaging, screen sharing and videoconferencing, which agents use to support each other when dealing with difficult or emotional calls. Plus, a document repository allows files to be shared easily and is perfect for storing training materials.
What are the benefits?
Single solution:Â Agents have access to chat, email, videoconferencing, screen sharing and other collaborative features within a single, user-friendly solution.
Communication choices: Frontline’s clients are now able to offer a consistent customer experience across multiple channels. The web chat facilities are now used by around 400 clients each week.
Predictable monthly costs:Â By moving to a hosted solution, the business avoided significant reinvestment costs, and has peace of mind that regular hardware updates are no longer required.
Commercial flexibility:Â Maintel was able to offer flexibility over payment terms, which allowed Frontline to spread the cost of the investment, freeing up cash flow.
Augmented agent experience: Call handlers can instantly access an internal knowledge base to relay information back to the end user, for outstanding user and customer experience.
Seamless onboarding: Maintel’s team were on-site but not needed during the initial go-live period. The legacy configuration was carefully documented and transferred smoothly, with no disruption.
Client Testimonial
What this Genesys solution has done for us is open up possibilities for our business particularly with regards to AI capabilities. Working with Maintel we’ll be looking at how best to capitalise on this for the future benefit of our business. They’ve offered realistic advice and caught every single detail. Maintel has been amazing, start to finish. We will definitely work with them again in the future.Â
Sean Bland, IT & Operations Manager, Frontline
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