About

Bridgestone is a firm of Chartered Surveyors and property consultants. We operate from our principal office in city centre Manchester with a regional network of surveyors covering the UK.

The firm currently has a total staff compliment of 50. We have specialists providing support in IT, research, information, facilities management and finance. This leaves our surveying team free to deliver a professional service to our clients.

Brief

Bridgestone Chartered Surveyors required a company-wide solution customized to their business that would increase their efficiency, which involves managing a 50-seat call centre and tracking thousands of client revaluation cases for rate able values along with the customer services department. The system in use was outdated and didn’t provide the functionality required for the thousands of calls made per day.

Solution

CTI worked with Bridgestone to analyze their current working practices before developing a multi-phase solution which has offered the company new possibilities. CTI developed a bespoke web based CRM/Case Management System which included a fullcall centre management system. The web-based solution was based around Linux with the open source JBoss application server and PostgreSQL database to be provide security/stability at a cost effective rate. A phased delivery strategy allowed steady migration from the current system and the secure web front-end to be fully stress tested.

The system enabled agents to quickly dial through campaigns to generate leads, all calls were tracked and provided disposition codes so that automated triggers were activated based on the codes, this ensured that Bridgestone could comply with any legislation but with the impact of providing accurate reporting and analysis of performance.

The system automates the process of booking surveyors and contacting them to confirm appointments by a number of avenues. This was extremely useful as the system developed was web based it allowed surveyors to access the system from any location and streamline the current communication process and speed in which the service is delivered.

Cases are tracked in the system ensuring that customer services staff provide excellent communication with clients and that queries could be responded back quickly, repetitive tasks were automated to ensure that at each stage all relevant parties are informed of progress.

The secure system is locked down using user profiling to ensure that only staff with the right profile can access particular pages or edit particular sections all tagged with tracking on pages edited and viewed by users.

The ongoing rollout is a continual process and our developers have the skills to plan and implement new features as required by Bridgestone. This development is now on Phase 3 to provide a much more feature rich client access area for Bridgestone clients to have a much more informed and interactive area.

The site can be visited at http://www.bridgestonesurveyors.co.uk