NEC UNIVERGE BLUE cleans up communications for eco-friendly disposal company
UK-based Zero Waste Group benefits from improved customer experience, better internal communications, and increased profitability
London, Hilversum, 29 June 2023 – NEC Enterprise Solutions has helped UK-based Zero Waste Group clean up its communications. The implementation of the UCaaS solution UNIVERGE BLUE CONNECT & ENGAGE improved the customer experience and internal communications of the eco-friendly disposal company, and in the process has increased its profitability by 33%.
With a mission to recycle and re-use as much waste as possible, Zero Waste Group have successfully diverted 92% of waste from landfill with over 50,000 customers. Efficient customer contact is key to its operations. “To make sure we maximise profitability, every call needs to be answered,” says Edward Cain, managing director at Zero Waste Group. “Until now we lacked intelligent call routing, reporting functionality and the flexibility for remote working. As a result, we missed a large number of calls with an average order value of £350 each. UNIVERGE BLUE by NEC is the perfect solution for companies like ours, as it provides us with visibility of the teams activity and live information to show the status of our agents, who love the intuitive application. All the routing is cleverly handled in the background so our staff can focus on their jobs and turn calls into sales.”
More profitability and team efficiency
The company’s specific requirements included call routing, call handling, call coaching, call barging, listening to call recordings, and live and historical call statistics – including for all remote agents. NEC UNIVERGE BLUE is providing Zero Waste Group with all these features. More efficient communication has resulted in 33% more profitability, a 61% increase in team efficiency, and 16% less IT admin & costs. Furthermore, the eco-friendly disposal company now offers an improved customer experience, has eliminated missed calls and missed business through call back, call routing and analytics. Finally, it has improved its internal communications including remote workers via Instant Messaging.
Pro-active insights
IT solutions provider F One Technologies had implemented the NEC solution at Zero Waste Group. Cain is more than satisfied with the service. “F One has always been on hand to tweak our communication system so it meets our needs when we take on additional staff. They also provide pro-active insights into how we could better use features which enable us to work more efficiently,” says Cain. “Whenever we require support or assistance, F One have dealt with any issues in a professional manner and as a top priority.”
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