CASE STUDY: SWITCHBOARD TRANSFORMATION
Top International Professional Services Firm
ComXo is a specialist provider of outsourced switchboard services to global legal and professional services firms. We are experts in transforming our clients' switchboard provision to support the demands of the 21st century.
Below is a summary of the solutions ComXo provide and the results achieved by one of the UK's largest professional services firm. Part of a global network, the firm is headquartered in London, employing over 900 partners and 22,000 staff across 25 offices in the UK.
To find out more, please complete the form below and a member of our team will be in touch.
THE BRIEF
1.Support property
strategy
2.Modernise
switchboard
3.Support new ways of working
THE SOLUTION: 21st Century Switchboard
Re-engineered processes
-Removal of manual processes
-Design of new work-flows
-All business critical processes reviewed & documented
-Delivery of 1st call resolution
Bespoke systems
-Integrated to client systems
-Tailored feature development
-Intelligent system handles
processes and ensures data is
always up-to-date
Knowledge asset
-Central Switchboard system
with data integration
-Platform to store and maintain
up-to-date FAQs
-Data in consistent format
Tailored training
-Comprehensive bespoke
training academy
-Consistent, best practice
training delivery
-Creating a centre of excellence
Identifying inefficiencies
-Review of MI to improve processes
-Processes tailored to achieve 1st call resolution
-Trend analysis to continue to drive efficiencies
Service culture
-Platinum award winning service
team with industry leading SLA’s
-Focus on customer experience
-Ongoing quality reviews, including mystery shopping
THE RESULTS
★ Service level excellence
★ Increased efficiencies
★ Business continuity & resilience
★ Insights & analysis
"This was a complex project, managed with a high degree of professionalism by the ComXo team, who demonstrated expertise throughout.
Their detailed project planning and execution resulted in a seamless transition of our switchboard service to create the partnership model that we now have in place".
Head of Client Services: ComXo Client
To find out how these results were delivered, please get in touch: