Case Study: Progress Vehicle Management
Contact Centre as a Service (CCaaS) for Flexibility and Scalability
Location
London
Industry
Insurance Services
Employee and turnover size
Approx. 215 Employees with a turnover of £43M
PVM chose Artemis as their preferred telecom partner in 2019 when they embarked on a journey to seek a reliable and trustworthy partner for their mobile communications. They had been grappling with excessive costs and poor customer service from their previous provider, and it was time for a change.
When PVM’s legacy phone system reached its End of Life (EoL), they turned to Artemis to explore ways to maximise value and improve productivity in their contact centre.
Artemis’ Approach
Artemis adopted a consultative approach to identify the key challenges faced by PVM and provided solutions that would offer a measurable improvement to their business. As a result, Artemis implemented a feature-rich, Contact Centre as a Service (CCaaS) solution that encompassed advanced call reporting, cloud call recording, and CRM integration with call transcription.
This comprehensive solution not only addressed PVM’s immediate needs, but also paved the way for enhanced efficiency and productivity within their contact centre, future proofing the business for years to come.
Challenges
EOL Phone System
On-premises phone system was end of life (EoL) and did not support the features and functionality required to grow the business
No phone & CRM integration
Legacy phone system unable to provide seamless integration into the company CRM system without manual intervention
Transfer Delays
Issues and delays with accurate call recordings being transferred to CRM.
Solutions
Cloud based solution
A fully managed Contact Centre as a Service solution. A feature-rich, Cloud based solution that would future proof the business and meet today’s needs.
Seamless integration
Seamless integration with company CRM providing automation, advanced reporting and call transcribing eliminating heavy administrative tasks.
Instant Uploads to CRM
Call recordings and transcriptions immediately uploaded to CRM and tagged for auditing purposes.
"We are extremely pleased with the service provided by Artemis. Their team took the time to understand our business needs and ensured we were set up with the most suitable product for our requirements. The process was seamless, from initial consultation to setup, and their expertise made what could have been a complex transition completely stress-free. They provided clear guidance, managed all the necessary arrangements, and ensured everything was in place for a smooth implementation. Their ongoing support and responsiveness have been invaluable, and we highly recommend Artemis to any business looking for expert assistance in sourcing and setting up the right phone system."
Progress Vehicle Management
Artemis has significantly enhanced PVM’s communication capabilities through a fully managed Contact Centre as a Service (CCaaS) solution. With features like seamless CRM integration, automated call transcriptions, and advanced reporting, the system has streamlined operations, reduced manual tasks, and lowered costs. This partnership has also enabled PVM to improve customer support while dedicating more time to their own business growth and development.
Outcomes & Benefits
Improved Operational Efficiency
With the new Contact Centre as a Service solution, PVM reduced manual tasks and eliminated data processing delays, allowing employees to focus on core business activities
Improved Customer Service
Cloud-CRM integration has enabled PVM to provide faster, more personalised support, helping agents identify and resolve issues quickly and deliver a transparent, high-quality claims experience
Cost Control and Scalability
Switching to a cloud-based solution reduced PVM’s costs, improved budget control, and provided scalable growth without expensive infrastructure upgrades
Future-Proofed Business Processes
The CCaaS solution future-proofed PVM with a scalable, adaptable communication system, ensuring long-term value and readiness for evolving industry demands