C360 has transformed Business First Partnership's communication channels
Future-proofing the communication needs of the organisation - "Conversant enabled us to punch above our weight, with an integrated telephony and call centre system that transformed our reporting capability".
Business First Partnership is a family-run UK-based corporate travel firm whose success is based on its people, its systems and its dedication to being the best, even in a marketplace crowded with larger competitors with bigger IT budgets.
They rightly pride themselves on the highest levels of personalised service and expertise, offering 24/7 support and integrated technologies which make travel planning seamless and highly responsive. With this in mind, they could not afford for their communications systems to be anything less than superlative.
The Challenge
BFP was already using Teams internally when Conversant came on the scene. However, they had no deeper analytics to really understand their call statistics, and moreover the need for their staff to call premium numbers frequently was racking up a high cost to the business.
We needed to fully get to grips with meeting clients’ service level agreement metrics and analysis for staff training, because without validated data, we couldn’t achieve the on-demand reporting functionality that our clients required.
As we were already using Teams internally, when we realised Conversant could combine this with the contact centre facility we needed, it made perfect sense.
Marc Jülicher, Technical Director, BFP
In early 2020, with the Covid-19 pandemic beginning to impact the world, BFP needed a solution that allowed it to not only keep up with, but excel against, other companies in its arena. They needed fast, reliable deployment that was tailored to their needs, as well as ongoing professional and technical support from Conversant's team of experts, utilising the Teams interface to centralise all communications, both internal and external.
Results
Conversant therefore 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.
Jülicher said: It has worked really well. We can now view agents’ call behaviour and tailor training for improvement, and clients now receive call stats on demand which is in line with our full transparency policy.
Previously, we couldn’t fulfil our obligations to clients’ recording the SLAs, so there was a gap that we needed to close.
Conversant Technology is registered in Cardiff under Company No. 09568675 | VAT Reg No. 217562215 Registered Office: Henstaff Court, Llantrisant Road, Cardiff, UK, CF72 8NG | Head Office: Griffin House, 15-16 Lower Park Row, Bristol, UK BS1 5BN.
Adnan Khan
Head of Service Delivery
Adnan joined Conversant Technology in 2018 and is head of Service Delivery. He focuses on making sure our solutions are configured and implemented on time and our customers have a seamless journey from sales and project scoping all the way to through to going live and handover.
Adnan has been in the communications Industry for over 10 years, working in different capacities in sales, support and service delivery.
Stephanie Scholtz
Marketing Manager
Stephanie has worked in Marketing for over 5 years specialising in content and SEO marketing. Starting with Conversant in April 2023 as their Marketing Manager, she is also studying towards her L6 Degree in Professional Marketing with the Chartered Institue of Marketing.
Simon Nakra
CRO
Simon is responsible for the overall sales and marketing at Conversant Technology, focusing on working with his team to help customers with their unified communications journey. With over 20 years of sales, marketing and account management experience and has spent the past 10 years helping companies and organisations unify their communications strategy by adopting Microsoft solutions (Lync, SfB, Teams).
Simon has worked across key sectors such as education, NHS, legal, finance, and public sector organisations, giving him an excellent understanding of the challenges companies face when it comes to remote and hybrid working. Simon’s approach is to always put the needs of his customers first, becoming a trusted advisor and acting as the central point of transparent communication between Conversant and the customer.
Simon joined Conversant Technology at the beginning of 2019 but has worked with Patrick and Stanley since 2013 on various projects.
Patrick Copping
CEO and Director
Patrick Joined Conversant Technology in 2017 and is the majority shareholder. A veteran of the communications industry, Patrick has over 20 years of experience working within the Unified Communications, Software Development and Microsoft Technologies sectors.
Patrick started his career at BT where he ran outsourced Contact Centre operations for blue-chip customers. After leaving BT, he worked within the Contact Centre and Communications software markets providing Contact Centre and Communications software to organisations. Patrick was one of the pioneers in delivering solutions utilising the Software as a Service (SaaS) model.
Patrick is responsible for the overall management of Conversant Technology, focusing on the strategic direction of the business, its portfolio, and strategic partners.
