CHALLENGES
Rising fuel prices may be making the headlines but for Pozitive Energy it was business communications that were really costing them.
Operating across four contact centre sites based in the UK and India, the Pozitive Group deliver bespoke green energy packages to almost 115,000 business sites. Energy costs for business have never been more critical, so the pressure to maintain high customer experience levels was intense.
Their previous two experiences with cloud telephony vendors proved to be disastrous. Neeraj Bhatia, CEO explains, “The support wasn’t even near our requirements with no helpline to call, only email and a five day response time - even when the system had gone down! Plus, we were being charged twice the call costs we were expecting.”
Challenges
- 4 contact centre sites (2 in UK, 2 in India)
- Spiralling costs - twice the call costs they were quoted
- Inadequate technical support
Solution
- UNIVERGE BLUE CONNECT (UCaaS) Desktop App, Mobile App - 258 users
- UNIVERGE BLUE ENGAGE Advanced (CCaaS) - 168 users
Results
- Lowered IT & Admin costs by 80%
- Increased Team Efficiency by 90%
- Improved communications by 85%
- Increased company competitiveness by 95%
SOLUTIONS
UNIVERGE BLUE was deployed remotely to both the UK and Indian sites in stages. Neeraj says, “Having being ‘bitten’ by our previous vendors, we needed a cautious approach of installation, team by team. UNIVERGE BLUE was sufficiently agile to do this.”
“UNIVERGE BLUE was a natural fit for our business” says Neeraj.
For unified communications (UCaaS) a total of 258 CONNECT Essential user licences provided 90+ business telephony features, chat, text messaging, video conferencing, screen sharing, file sharing and file backup for their internal teams.
For the contact centre teams 168 ENGAGE Advanced licences provided a streamlined experience for both employees and customers via multiple communication channels.
Thanks to UNIVERGE BLUE we’ve increased our team efficiency by 90%
Neeraj Bhatia,
CEO POZITIVE ENERGY
RESULTS
“The integration of UCaaS and CCaaS creates a ‘single pane of glass’ experience for our teams. Our efficiency has increased by 90%.” Inbound and outbound SMS services, which enjoys a 98% open rate for contact centres, were also a big part of their plans. “We introduced SMS which wasn’t available from our previous vendor. We can now communicate with our on-site engineers more quickly and efficiently with instant responses.”
Employee experience has also benefitted the team. “It was easy to get started with 80% of our workforce not requiring any training whatsoever. Our remote workers from different sites all use the same communication tools. We can IM, video collab and share files which makes the teams closer and more responsive.”
ABOUT
Pozitive Energy was founded by a team of experts in energy and IT. As an Ofgem licensed energy provider they deliver bespoke green energy packages to commercial users. The company ethos is built around smart technology, customer service and competitive pricing. https://pozitive.energy
“We introduced SMS and can now communicate with our on-site engineers more quickly and efficiently with instant responses”
