United teams on cloud contact centre

Moving to the cloud with Liberty Converse enables delivery of more effective, seamless experiences for customers

The challenge

Clinigen is a global, specialist pharmaceutical services and products platform providing ethical access to medicines. Its mission is to deliver the right medicine to the right patient at the right time.

Clinigen has two primary UK office locations in Burton and in Weybridge, historically with separate customer service teams. The two locations were supported by different phone systems, which did not directly interact with each other. This caused workload, staff cover and cultural challenges. They needed a contact centre solution to consolidate the systems and unite the teams, enabling effective, seamless customer experience.

Priorities for effective CX

Having managed two years of remote working and forecasting increases in call volumes, a priority for Clinigen was to move away from a PBX system. The cloud would enable improved remote working options and increased visibility across the teams. Our omnichannel contact centre, Liberty Converse, was chosen as the solution.

“The deployment was extremely smooth. The Netcall Team met all of our requirements and it was all done quickly. The training was excellent and our teams have taken to it easily because it’s so intuitive.”

Andrew Parker

VP of IT, Clinigen

Impact

<8 weeks

deployment

More

visibility and reporting

Better

employee and customer experience

The solution

“Liberty Converse has provided our customer facing teams with much more visibility, has improved morale and provided much more flexibility and opportunity to drive benefit to our overall customer experience.”

Andrew Parker

VP of IT, Clinigen

The result

  • Swift roll out – from order to going live in less than 8 weeks
  • Efficient, effective remote working
  • Liberty Converse is fully integrated with Microsoft Teams for total staff connectivity
  • United contact centre teams in different locations as well as the switchboard staff
  • Real-time data and reports drive business decisions

The ongoing tech roadmap

Telephony was a key priority for Clinigen, as part of its ongoing technology roadmap as they looked to increase agility and the ability to respond to changes in customer contact patterns. The Liberty Converse contact centre solution helped Clinigen to get through this efficiently.

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