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National Charity Case Study
New unified communications platform helps UK Charity to improve effectiveness of its employees and win more business as it expands to new territories
Old technology plus the lack of cohesive and standardised systems were becoming a real issue for one of UK's leading providers of employment services for disabled and disadvantaged people. It was hindering the flow of information and communications across the organization as well as restricting future planning , both in terms of business growth and enhancement of their brand. When the Charity engaged ONI to help it develop a communications strategy for the future, their first priority was to build a platform that would enable efficient communications and collaboration across all sites. The Charity also wanted to simplify management of the IT infrastructure and ensure that any solution could grow and develop in line with their own expansion plans.
The new Cisco unified communications solution gave the Charity exactly what they were looking for. It delivered the improvements in communications as well as providing other enhancements such as presence, audio/visual web conferencing and other collaboration tools, allowing employees to be more effective by sharing information across teams, encouraging innovation and faster decision making. This was particularly important for home workers who were now able to stay in touch and feel part of the team.
A PLATFORM FOR FUTURE GROWTH
The technology has increased the productivity and effectiveness of their employees and has allowed the Charity to expand and attract new business. For example, they were able to bid for and win a number of contracts that required the establishment of a contact centre. The new unified platform made this possible. There are now three contact centres across the charity with 30 agents helping the disabled and long-term unemployed find work, providing information and advice to businesses as well as internal IT help desk facilities.
The investment that has been made has given the Charity the flexibility to continue to grow, acquiring similar businesses in Europe, Australia and a new initiative in Africa. The technology is being rolled out to the new territories by ONI, ensuring that the business has one common platform which can be centrally managed and controlled.
"ONI's thoughtful, flexible approach has ensured that the solutions they have provided to us are tailored to meet our exact business needs. They have the experience and expertise to identify really effective solutions that represent value for money. ONI has helped us build a strong foundation for future growth."
