Business First Partnership

Business First Partnership

THE OVERVIEW

Conversant Technology deployed the Voice for Teams platform with Compliant Call Recording and Contact Centre to all Business First Partnership staff in February 2020. Business First Partnership was already using Microsoft Teams, but had demand from its clients to offer deeper analytics and call statistics.

THE PROBLEM

Business First Partnership used Microsoft Teams as its main communications channel, and found that there was no reporting functionality, which their clients demand on a monthly basis. Business First Partnership was challenged by this lack of call statistic reporting functionality, as it is essentially a standard requirement for any sales-driven company.

Business First Partnership also required the ability to call premium numbers, which its standard version of Teams did not permit. The expense incurred by the company in reimbursing its entire staff for using personal phones to dial premium numbers was becoming excessive.

With the Covid-19 pandemic beginning to impact the world already, Business First Partnership needed a solution that allowed it to not only keep up with, but compete against, other companies in its arena. Business First Partnership needed fast, reliable deployment that was tailored to its needs, as well as ongoing professional and technical support from Conversant's team of experts.

Business First Partnership made the decision to migrate the whole company over to Microsoft Teams before engaging with Conversant. Therefore, it made sense to utilise the Teams interface to centralise all communications, both internal and external.

THE CLIENT

Business First Partnership is based in the UK and provides corporate travel management services to a portfolio of high-profile clients. It has been in business for over 20 years, and is a family-run company that offers 24/7 support to its customers, as well as unrivalled and invaluable travel expertise.

THE SOLUTION

Conversant started to engage with Business First Partnership at the beginning of 2020 to discuss their requirements at length and propose a solution that would meet their challenges and objectives - without any compromises.

Conversant filled the gap in Business First Partnership's reporting capabilities for both external and internal clients. It can now easily export monthly call statistic reports for its clients, and, likewise, analyse staff call statistics to further enhance customer experience.

Conversant delivered a unified communications platform for all Business First Partnership staff that included Direct Routing, in conjunction with:

  • Microsoft Teams
  • Contact Centre for customer service and reporting
  • Compliant Call Recording

THE RESULT

Since partnering with Conversant Technologies, Business First Partnershp can very confidently offer full call reporting analysis to their clients.

'Conversant Technology transformed our scope on reporting functionality within the Microsoft Teams platform'

- Marc Jülicher, Technical Director

This enhances Business First Partnership's standing against its competitors and allows it to compete with TMCs with a far larger IT budget.


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