Solihull Council

Solihull Council Take Advantage of Mitel Technology to Transform Services

The Company:
Solihull is a thriving market town located close to Birmingham in the West Midlands. Such a prosperous community has high expectations from its local government authority. Solihull Council proves it is more than up to the challenge by providing excellent customer service to its citizens. It is focused on continual improvement and works with a number of partners to offer first-rate services. Good communications are at the heart of offering exceptional services and Mitel is a key part of the supporting technology infrastructure used to keep staff connected.

The Challenge:
Telephone communications are business critical to the council and they required a system that ensured staff was well connected. Employees needed to deal with customers and resolve issues collaboratively and they wanted to ensure workers had the tools they needed to get the job done right the first time.

Type: Local Government - Council
Location: Solihull, West Midlands, UK
Configuration: Mitel 3300 IP Communications Platform (ICP), Mitel Contact Centre Solution, Mitel Unified Communicator (UC) Advanced

Customer Needs:

• A flexible scalable communications solution to grow with the organisation
• Phased migration to IP when required
• A cost saving IP solution
• Ability to support mobile workers
• Improve call handling efficency in the Contact Centre and improve customer service overall

Solutions Components:

• Mitel 3300 IP Communications Platform (ICP)
• Mitel Contact Centre Solution
• Mitel Unified Communicator (UC) Advanced
• Mitel Teleworker Solution

Results:

• Costs saved on the management of the telecoms infrastructure, calls and line rentals
• Mitel Unified Communicator Advanced enables employees to work remotely with the use of a softphone, presence, conferencing functionality and access to the corporate network
• Customer service vastly improved with Mitel Contact Centre
• Empower contact centre agents with knowledge to assist with their training and development
• Ability to set up a “virtual contact centre” with agents based from home

Solihull Council (PDF 655KB)