Having launched its award-winning customer contact centre in 2009, Family Mosaic is now focusing on how to use telephony to enhance its call handling and customer satisfaction. Family Mosaic is undertaking a strategic review of its telephony and is now working with Britannic Technologies to establish a long-term roadmap to support its strategic business objectives.
Family Mosaic has consolidated its technology suppliers down to fewer than 30 including Britannic. As part of Family Mosaic’s search for strategic partners, Britannic won a multi-year support contract in April 2010. Britannic’s prime objective is to lead the technology strategy and to ensure that it delivers a return on investment and achieves demonstrable business value. As part of that, Britannic supplied Family Mosaic with Mitel telephony and Cisco networks.
In terms of infrastructure, Family Mosaic has an N+1 data centre sitting at the core of its architecture, an MPLS network connecting its 10 key sites and an MPLS DSL network connecting a further 131 office connections. It has a fully VoIP-enabled Mitel platform supporting over 900 users, a standard Citrix thin-client desktop, and managed router and firewall solutions protecting its sites and end-users.
Saul Stevens, IT director, Family Mosaic, explained, “Sweating the assets is more important than ever and value for money is a key business driver. Implementing VoIP has so far saved over £100,000 per year on internal call costs alone.”
Britannic helps Family Mosaic by undertaking regular functionality and process audits and has already recommended several immediate steps. The first major project is to integrate repairs into the call centre, which involves new calling plans, routing and switches. Family Mosaic will also be focusing on the potential benefits of SIP trunking, mobile twinning and the further deployment of a home-support mechanism for teleworkers.
Britannic’s plan for Family Mosaic focuses on further developing a robust and resilient ICT infrastructure which will future-proof its investment. The core of the infrastructure development is the centralisation and potential virtualisation of voice, data and applications, along with a robust business continuity and disaster recovery plan.
This will support the growth of the existing call centre by upgrading the telephony software across the organisation and supplying a system for software-only upgrades to be delivered remotely. The intention is to reduce the pressure on IT resources and provide confidence that the business has an effective continuity plan.
