INPS Transforms Customer Service Experience
Proximity Communications, a multi-award winning Unified Communications and Managed Service Provider, has today announced that INPS has transformed its customer services, following the successful deployment of its UK wide ShoreTel Unified Communications, Contact Centre and Mobility solution. INPS are the people behind Vision, the clinical system that is used extensively within primary care settings and the wider healthcare environment throughout the UK. Operating in a highly competitive marketplace with little differentiation between healthcare suppliers, delivering outstanding customer experience is a key goal for the company.
Deploying ShoreTel’s Unified Communications Solution
Working closely with Proximity Communications, INPS replaced its legacy PBX system with ShoreTel’s Enterprise Contact Centre, a complete end-to-end solution that was competitively priced, with the benefit of simplicity and an architecture that enabled INPS to successfully address its multi-site requirements.
Enhancing Customer Interactions and Internal Collaboration
As a service led organisation, INPS is utilising the ShoreTel solution to significantly enhance its customer service offering. Angelo Chrysanthou, Head of IS, INPS explained: “We viewed this investment as an opportunity to improve our support capabilities and overall staff efficiency for the benefit of our customers. Working with Proximity has enabled us to get the most out of the ShoreTel system. Implementation was very smooth and we can now seamlessly incorporate new ways of communication, like Web Chat and email under one umbrella, to achieve our key aim of faster responses and reduction in call time.
“Not only are we engaging with our customers directly in an increasingly efficient manner, we’re also communicating more effectively with one another internally. ShoreTel’s multi-site integration and mobile working capabilities mean no matter where our staff are located, at one of our three offices or working from home, they’re able to collaborate effortlessly.”
Supporting a Distributed and Contact Centre Workforce
INPS’ 350 staff work from offices in Dundee, Coventry and London. A third of INPS’ workforce is based in its contact centres.
Stuart Legg, Sales and Marketing Director, Proximity Communications added: “In a contact centre environment, delivering outstanding customer service is of the utmost importance, in terms of INPS’ offering. Proximity prides itself in having high levels of expertise across key telephony, network and integration disciplines. For example, the ShoreTel implementation at INPS’ Dundee office went so well, it was able to go live three months earlier than expected. We remain confident that the ShoreTel system will help INPS to deliver outstanding customer experience for the foreseeable future.”
