Bridgestone Surveyors

Bridgestone Surveyors

Brief

Bridgestone Chartered Surveyors required:

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• Replace the system in use which was outdated and didn't provide the functionality required for the thousands of calls made per day.

Our Approach

• Analyse their current working practices
• Develop a multi-phase solution which has offered the company new possibilities.
• We developed a bespoke web based CRM/Case Management System which included a full call 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 enables agents to quickly dial through campaigns to generate leads, all calls are tracked and provide disposition codes so that automated triggers are activated based on the codes.
• Ensure 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.
• A web based that 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.

Solutions

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.