‘CBO, and more importantly the project manager, were instrumental to ensuring our new cloud based contact centre was delivered on time and with minimal impact or interruption to both our customer care advisors and also our valued customers. The new contact centre will help JE’s Customer Care team to achieve our vision of putting the customer at the heart of what we do and answering their questions first time.’
–Kate Gosson, Head of Customer Experience at JE
Context
Our client, Jersey Electricity, was looking to implement a new cloud-based contact centre solution to manage incoming customer calls. The aim was to provide a reliable customer communications platform that was integrated with the organisation’s existing CRM system. The solution was facilitated by upgrades to the telephony network infrastructure. The project objectives included:
- Increasing customer experience through improved call routing and messaging
- Enhancing and expanding emergency call-handling capability
- Improved internal reporting on customer interactions
Approach
CBO provided a project manager to plan, coordinate and deliver the solution alongside internal resources. By forming close relationships with client teams, CBO was able to effectively understand stakeholder needs, articulate these to suppliers and support them through the delivery of the solution.
During delivery, CBO aligned project management best practice with Jersey Electricity’s internal processes and supplier approach. This enabled CBO to tailor the project management activities to maximise value from their time whilst maintaining robust governance arrangements and fulfilling the project needs.
Outcome
The engagement with the client teams and tailored governance from CBO ensured decisions and approvals could be understood, analysed, and made quickly, keeping the project moving.
CBO’s approach ensured a robust solution was delivered successfully and on time, with minimal issues at go-live. This has provided our client with a robust platform from which further customer-centric services can be developed.
