Customer Success Video: Ascribe

Customer experience video for an IT organization, Ascribe, that specializes in delivering IT solutions for Healthcare providers around the world. This extended version of the video delves deeper into the solution.



Video Transcript

My name is Karen Fielding. I'm the Ascribe Customer Services Manager and also head of support. We have offices in the UK, Australia, Nairobi, and New Zealand. And a customer base that surrounds the whole globe. Obviously connectivity is a real key for us. And we need to make sure that we have availability at all times.

 
The solution we were looking for was one that would grow with Ascribe. It had to be scalable and flexible. The challenges that we had to face were that in the five years I've been here this group has grown exponentially. We've opened up new offices around the world.
 
Mitre requirements were two fold. We have to introduce some new services such as audio web conferencing as well as rectify our existing installation of ACD, automatic call distribution. The new services that we've introduced, the AWC, audio web conferencing platform has paid for itself probably within the first quarter.
 
We were previously expensing different Internet based solutions back to the company for central conferencing. Since we implemented the Mitel AWC platform, we found that our staff have no longer needed to use third-party web and audio conferencing platforms. This has saved us in the region of about 6 to 7,000 pounds per month.
 
Which means the Mitel platform paid for itself within the first quarter of implementation. And we're very much looking forward to taking this relationship into the future and are already looking for ways to streamline the way we support our customers overseas.
 
The solution we were looking for was one that would grow with Ascribe. It had to be scalable and flexible. The challenges that we had to face were that in the five years that I've been here, Ascribe has grown exponentially. We opened up new offices around the world. Our current infrastructure was basically insufficient.
 
We were experiencing bandwidth issues. We were experiencing connectivity issues from remote sites and internally as well as our phone system. We were getting many customer complaints. Mitel requirements were twofold. We had to introduce some new services, such as audio web conferencing, as well as rectify our existing installation of ACD, automatic call distribution.
 
The ACD project has been going on with another supplier for over 18 months. And we were getting many customer complaints and several internal issues which have been escalated to the board. The best thing to do was to revisit our existing ACD structure and simplify the paths. Since they've done this work, I'm happy to say that we've not had any customer complains.
 
And everyone internally has much higher levels of satisfaction with the phone system. The new services that we've introduced, the AWC, audio web conferencing platform has paid for itself probably within the first quarter. We were previously expensing different Internet based solutions back to the company for central conferencing. Now we can do all this from a click of a mouse.
 
Access to website. We've been able to improve our customer satisfaction figures with regard to answering and spot fixes. We've also enabled us to complete Follow The Sun support desk in Australia to ensure that out of hours all calls are transferred into our help desk in Australia and again answered for 7 by 24.
 
Yeah, since we implemented the Mitel AWC platform, we found that our staff have no longer needed to use third party web and audio conferencing platforms. This has saved us in the region of about 6,000-7,000 pounds per month, which means the Mitel Platform paid for itself within the first quarter of implementation.