OfficeScape- Case Study

OfficeScape is a leading UK supplier of business products for offices throughout the UK. A key product range that they sell is franking ink cartridges. They have a call centre that will make and take over a million phone calls in 2012.

The Challenge

Managing calls with spreadsheets was only a short term solution. A database application that helped manage the current operation was needed to ready the business for future growth. After looking for an off-the-shelf call centre system, and finding nothing was available that would provide a flexible solution, OfficeScape knew that only a bespoke system would meet their specific requirements. Allowing a supervisor to assign calls to operators was crucial to managing the thousands of calls required to be made. Managing the status of calls was also important and of course the outcome of calls and whether a call back was required and at what date. When an operator logs in, they should only see calls that have been assigned to them by the supervisor. Remote working from home is also a requirement of the new system. The system was required to be up and running within just 6 weeks.

The Solution

Amethyst Systems were able to build a fully bespoke web application that fulfilled all the requirements and meet the

short timeframe. Microsoft SQL Server Reporting Services was used to provide powerful reporting through both the
web application and automated email services

Key Benefits

  • Very fast implementation
  • Fully hosted and supported
  • Simple and effective web interface
  • Full visibility and management of calls
  • Call History
  • Operator, Supervisor and Admin security levels.
  • Flexible system that is bespoke and can be built upon.

“Amethyst Systems has exceeded our expectations and delivered a fantastic system, on time and over specification. This system is invaluable to us and will underpin the sales and marketing activity of over 30 sales people, 250,000 prospects and 15,000 customers. I can’t recommend Amethyst Systems attitude, approach and delivery highly enough.” Andy Greening, Managing Director – OfficeScape Ltd.

Look No Further.
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