C A S E S T U D Y

OPERATIONAL CHALLENGE

A world leading logistics firm needed to use customer service as a key competitive differentiator, but was hampered by its inability to determine customer service KPIs at a regional and global level. In addition, a worldwide estate of outdated and non-standardised contact centre technology across its 33 different operations made it difficult to achieve a high standard of operational performance, and hard to obtain a clear view of what its customers were telling them.

When your global network spans more than 220 countries and territories, and you have some 100,000 employees serving more than eight million customers, it’s essential that your different customer service operations can deliver a consistent high quality performance, regardless of the location.

For one of the world’s leading logistics organisations, however, a determination to deliver such a consistent service level was made more complex due to the collection of different contact centre technology and systems that had been accumulated through the company’s series of acquisitions. The combination of different technologies were expensive to maintain, had very little automation and limited workforce management usage meant that it was increasingly difficult for the company’s management to gain either a regional or global view of their customer service KPIs.

For such a major organisation this was clearly unsustainable, and the company knew it needed a new approach in order to offer a more predictable, high quality service from all the contact centres in its different country operations.

Identifying the right contact centre technology partnerHaving first identified the requirement for an integrated workforce optimisation approach – and selected an Avaya Aura® Workforce Optimisation solution based on Verint’s Impact 360 technology – the logistics firm began looking for a specialist partner to lead its contact centre technology deployment.

Initially the company considered working with one of the major global telecommunications service providers – particularly given the worldwide nature of the wider project. However, it quickly became clear that the international contact centre project would be better served by a specialist systems integrator that could combine global deployment capabilities with deep domain expertise in all the core contact centre technologies that the logistics company was planning to work with.

Selecting a global contact centre technology specialistGiven its specific requirements, the company chose to work with Sabio, a specialist systems integrator focused on delivering exceptional

customer contact and unified communications solutions to major global organisations serving millions of customers around the world.

Sabio is distinctive as the only systems integrator to operate dedicated practices for all the key contact centre technology disciplines – including ACD, Workforce Optimisation, Speech IVR, Interaction Management, Reporting and Management Information, Packaged Applications, Unified Agent Desktops and Network Services. Critically, the company’s contact centre technology solutions are all backed by the high-level consultancy and support resources needed to deliver best practice contact centre functionality to every part of your organisation – regardless of location.

Consistently high quality services provisionThe major international logistics company also recognised how Sabio supports its award-winning customer contact centre implementations through its expanding Sabio Global Alliance network – a worldwide infrastructure designed specifically to provide organisations with consistently high quality services provision across all their multi-region

Deploying a global best practice contact centre infrastructure for one of the world’s leading logistics organisations

How one of the world’s leading logistics organisations has worked with Sabio and its innovative best practice Target Operating Model approach to successfully deploy a standardised global contact centre infrastructure. Based on a centralised Avaya Aura® platform the deployment spans across an initial 17 countries and 33 contact centres across the world.

SABIO SOLUTION

The firm engaged Sabio, the specialist international contact centre and UC systems integrator, to implement a standardised contact centre telephony, CTI, IVR and Workforce Optimisation platform in an initial 33 sites across the world. Sabio used its innovative Target Operating Model approach to design and deploy a common technical architecture - supporting over 3,000 agents - based on a resilient Avaya Aura® communications platform and Workforce Optimisation solution.

RESULTS DELIVERED

•Standardisedarchitectureandcommoncontact centre technical stack delivers improved performance and resilience, as well as a significantly reduced TCO

•Commonbestpracticeprocesses,standardised scorecard measurements and KPIs are already delivering significant operational efficiencies and customer service performance improvements

•Initialphaseprovidesscalableplatform for accelerated global deployment to a further 40 countries.

and multi-national operations. The Sabio Global Alliance currently includes over 30 specialist implementation and support partners across the Americas, EMEA and Asia Pacific regions, and builds on Sabio’s acknowledged status as a leading Avaya Platinum BusinessPartner for over seven years.

The reach of the Sabio Global Alliance network - coupled with the company’s in-depth contact centre expertise – would ensure that the major logistics organisation had access to all the design, deployment and operational support needed to implement best practice contact centres on a global basis.

Supporting differentiation through customer serviceAccording to Sabio Director Adam Faulkner: “our global customer was determined to not just replace its existing contact centre technology infrastructure, but to go much further and develop and implement an integrated technology approach that could help transform its customer services operations into a strategic asset for the business.

“Central to this was a determination to optimise the performance of the thousands of contact centre agents within its global network of contact centres. However, to achieve this it was necessary to adopt a standardised contact centre framework, and a common set of Key Performance Indicators that could be used to measure performance and the company’s Customer Service progress,” he added.

Adopting a best practice Target Operating Model approachTo provide a template for the organisation’s contact centre design, Sabio first applied its own Target Operating Model consultancy approach to develop a standardised contact centre technology infrastructure that once approved could be used to ensure a consistent performance

across multiple geographies. The goal for Sabio’s major logistics customer was to ensure that best practice functional designs were in place that could be operated through common working practices and performance monitored and managed with standardised KPIs.

Once this framework had been developed by Sabio’s Consultancy division and signed off by the client’s Customer Services team, Sabio worked to roll out the first phase of the project based around two key foundation technologies. Firstly, a Global Contact Centre Upgrade that featured a centralised Avaya Aura® Communication Manager platform with localised survivability that would become the organisation’s standardised ACD solution going forward; and secondly a standardised Workforce Management deployment using the Impact 360 Advanced Workforce Management solution from the Avaya Aura® Workforce Optimisation suite.

For the initial phase of the project Sabio leveraged its Global Alliance network to deploy the Workforce Management (WFM) software to some 3,000 contact centre seats across 17 countries worldwide. While the approach has initially focused on WFM, the project is continuing to evolve to support a broader and more comprehensive workforce optimisation strategy embracing key technologies including quality monitoring, call recording and scorecards – as well as innovative solutions such as Thin-Client CTI and Voice Self-Service applications.

A key factor behind the decision to select Sabio to implement this integrated solution on a global basis was the company’s proven expertise in delivering complex workforce optimisation solutions, and the Avaya Aura® Workforce Optimisation suite’s advanced integration capabilities.

“We’ve now successfully deployed the first phase of this major Workforce Management project, and our customer has already started to realise the benefits of operating a common, single global implementation of WFM,” explained Adam Faulkner. “Where Sabio’s core Avaya experience has proved invaluable has been in our ability to take a global framework contract and then systematically deploy each part of the solution in a structured way to multiple locations, regardless of the countries involved or any potential implementation barriers. With Sabio our customer could be assured that we would assume full responsibility for each phase of the project, leaving them free to focus on delivering a high quality service to their customers.”

In addition to the project’s core ACD and WFO elements, Sabio has also worked to deploy additional functionality for the customer including integration with core line-of-business applications via CTI screen pops, as well as thin-client CTI functionality for every agent desktop. The project also involves adding Avaya Aura® Quality Monitoring and Contact Recording, as well as an integrated speech-enabled application within Europe for multiple processes including bookings based on Avaya Voice Portal and Nuance speech recognition technology.

Unlocking ROI through standardised best practice business processesOnce the core technology infrastructure was in place, Sabio worked with its major logistics customer to develop the Global Scorecards that allow their customer service managers to track performance across multiple regions, different country operations and thousands of agents. By combining common management information from both the ACD platform and ongoing WFO Quality Monitoring activities – and tracking both historical and live performance, Sabio has helped its customer ensure that actual customer service delivery stays aligned with agreed global service strategies.

”A core goal of the project has been to achieve a common measurement approach across different countries and regions, enabling performance comparisons and unlocking potential operational efficiencies and performance improvements,” added Adam Faulkner. “A key feature of this ongoing project is the significant ROI achieved through the delivery of common MI and standardised best practice business processes across the global centralised Avaya Aura® ACD platform. By initially focusing on the WFM element of the project – and moving quickly to extend the WFM deployment to some 3,000 users – we’ve been able to achieve some rapid productivity benefits for our customer, effectively releasing savings that have gone a long way towards funding the underlying contact centre technology upgrade.”

Realising the potential of Sabio’s Global Alliance approachSabio is committed to helping its major global customers implement best practice, functional contact centre designs that can be rolled out internationally, operated through common working practices, and performance monitored using standardised KPIs. Sabio’s deep expertise in all the key contact centre technologies ensured that the technical element of the project for its major global logistics customer was achievable. Where Sabio really delivered, however, has been through the capabilities of its Sabio Global Alliance that draws together proven local expertise in all the customer’s core technologies to ensure that the Sabio contact centre design is implemented correctly and continues to perform to the highest standard.

It’s this core framework that gives Sabio the ability to take on board such a major project – indeed the project for the major logistics provider is likely to be one of the world’s largest Avaya global deployments when completed, potentially introducing a further 40-plus countries.strategies.

C A S E S T U D Y

Sabio Sheffield

Building 1, Callflex Business Park Golden Smithies Lane Doncaster Road, Rotherham S63 7DN

Email: info@sabio.co.uk Web: www.sabio.co.uk

Sabio London

Enterprise House 1-2 Hatfields London SE1 9PG

Sabio Limited Registered in England Number 03644452 Registered office: Enterprise House, 1-2 Hatfields, London SE1 9PG. Product names mentioned herein maybe trademarks or registered trademarks of their respective companies. The information contained in this brochure is subject to change without notice. Sabio shall not be liable for errors or admissions contained herein. Terms and conditions apply. E&OE.

Sabio Glasgow

Tontine House 8 Gordon Street Glasgow G1 3PL

Blitz F11-vier-sechs GmbH

The Squaire 12 Am Flughafen 60549 Frankfurt am Main

Contact Sabio on 0844 412 3000, email info@sabio.co.uk or visit www.sabio.co.uk