Case Study : Progressive Building Society
Progressive’s branches existed as individual islands of telephony. With 13 different sites, it was not possible to transfer a call from one branch to another, hindering staff from delivering optimal customer care over the phone. Progressive also had to comply with Financial Services Authority (FSA) regulations to record all customer calls relating to mortgage arrears. Failure to comply could have resulted in a substantial fine, but annual maintenance costs for implementing call recording across all sites would have been prohibitively expensive, adding to already significant operating costs.
storm® replaced Progressive’s entire PBX estate, providing an IP telephony and contact center platform in the cloud. From voice recording to enhanced web communications, storm services provided Progressive with all the benefits at a lower operational cost.
“Of all the options we considered, storm was the only one with a single solution which addressed all of our communications requirements. storm has exceeded all our expectations, unifying what was a disparate telephony estate, while at the same time giving our branches complete control at a local level. Not only was the whole system rolled out rapidly in time to meet a regulatory deadline for call recording, but the solution has continued to deliver increasing benefits and our operational costs have been considerably lower than we forecast.”
Tommy O’Neill – Head of IT, Progressive Building Society
storm replaced Progressive’s existing PBXs, rapidly deploying sophisticated telephony functions over its whole estate and allowing free calls between all staff.
Calls can be routed seamlessly between branches and Progressive’s HQ
All call recordings are stored securely in the cloud and managers can access them from any location.
The cloud model provides centralised management without compromising the sense of local customer service essential to the Progressive brand.