Bionic.
Connect helps Bionic deliver reliable service beyond comparison.
For nearly 20 years, Bionic has been helping small businesses in the United Kingdom save costs when accessing a range of essential business services.
The business-to-business price comparison provider empowers business owners to compare, switch and renew energy, insurance, finance, broadband and various other services.
The company operates a large contact centre with 500 agents who are ready to speak directly to customers to provide the best deals.
The business need.
With voice the primary engagement channel, Bionic requires reliable telephony services to deliver these services with a human touch.
However, the company’s legacy telephony system regularly experienced downtime, which was costly to the business and negatively impacted the customer experience (CX).
“The system we had in place wasn’t a modern solution. It also lacked important features that could improve our business, such as call transcription and sentiment analysis,” explains Richard Bowen, Head of Contact Centre and AI solutions at Bionic.
If the call centre went down, customers expected a call back, but this wasn’t possible due to a lack of failover. The customer service issue was compounded by limited digital capabilities, with only email and chat in place.
“We needed better reliability from our voice services, with suitable redundancy for continued uptime to support the sales function and address customer queries. We also wanted to build out our digital capabilities, while also unlocking value in the data generated by our contact centre.” elaborates Bowen.
With Salesforce in place before the transformation, the Bionic team had tentatively identified the Service Cloud Voice offering as the ideal solution.
The company initiated a request-for-proposals (RFP) process to select the best managed services provider to partner with for the implementation.
Salesforce recommended that we invite Connect due to the company’s expertise and proven track record with the vendor.
The solution.
Connect partners with fluent:cx to integrate Salesforce and Agentforce with Amazon and Genesys toolsets. Together, the partners offer specialised knowledge, a global presence, and expertise as CX specialists, systems integrators and automation experts.
According to Bowen, Connect and fluent:cx stood out among the qualifying service providers based on their unique approach.
This approach is rooted in the Connect360 portfolio of services, which focuses on the application, adoption and continuous improvements to the solution to meet a client’s evolving needs.
The process begins with the Connect360 Business Enablement Services team, which uses data-driven insights to understand a client’s priorities, clearly defining the outcomes they are targeting to propose a solution that delivers value.
“The Connect discovery phase appealed to us. They took the time to understand our requirements and challenges, and this process gave us the confidence that Salesforce Service Cloud Voice with Amazon Connect was the right solution for us,” explains Bowen.
In the end, Bionic chose to follow their initial plan, sticking with Salesforce, deploying voice on Amazon Connect. After finalising the requirements, Bionic worked closely with Connect and fluent:cx throughout the delivery phase, with internal product, contact centre and technology teams actively involved in design decisions, testing and iteration.
“The major challenge was making sure the team created the right call routing to get customers where we wanted to go, and improve and simplify the process wherever possible,” recalls Bowen.
This process required engagement with different internal teams and buy-in from the company.
“We also had a tight deadline – just three months. The project started in September with a November deadline,” says Bowen.
fluenct:cx worked alongside Bionic’s internal teams on a highly complex implementation related to the call routing by developing a tailored Omni-Flow solution. fluent:cx implemented five complex Omni-Flow routing configurations, including skills-based routing, campaign membership routing for sales teams, and queue-based routing for customer service teams.
Connect’s ability to model complex logic flows in AWS ensured the routing reached available agents with the right skills to address customer needs. This resulted in a synced and aligned system from end to end, delivering a great user and customer experience through a customised solution that was bespoke to Bionic,
“We worked well with Connect and fluent:cx. Everyone was very knowledgeable, and the implementation went smoothly. We started rolling out to teams in November, and in December, everyone was on Amazon Connect,” continues Bowen.
The outcome.
Since completing the implementation, the Salesforce Service Cloud Voice solution has completely transformed business operations at Bionic.
"We instantly went from a few hours a month of downtime to 100% uptime,” confirms Bowen.
“We also have access to a host of new capabilities that help us improve service delivery and CX, such as transcripts across all calls, and sentiment analysis against all engagements.”
With more information to work with, Bowen and the Bionic team have leveraged the additional data to continue streamlining operations.
“For example, we use transcripts and the summarisation feature in Salesforce to create call summaries, which speeds up wrap times. And the tight integration means agents who get a sales lead via digital channels can immediately make a call, which was not possible with the previous solution,” adds Bowen.
“The ability to redirect capacity from fielding leads to closing sales has had a positive impact on our business.”
Following the implementation, Bionic built a dialler to automate dial-outs to customers who submit enquiries.
“We had identified this functionality as an important feature upfront to support faster, more efficient lead conversion from web inquiries.”
While the dialler was built internally by the Bionic team, Bowen says the consultations with the fluent:cx and Connect narrowed down the options, and the underlying setup implemented allowed the team to deliver this critical functionality.
Looking ahead, Bionic plans to automate the quality assurance (QA) process, using the transcripts and data within Salesforce to remove manual effort when reviewing calls to understand compliance or QA issues.
“The successful migration to Salesforce Service Cloud Voice on Amazon Connect has put these and other value-adding capabilities at our fingertips,” he concludes.
Improved
service delivery.
Decreased
downtime.
Faster
wrap up time.
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About'Connect.
Connect combines global contact centre and customer experience (CX) expertise, deep domain knowledge, and unparalleled industry skills to make the complex, simple. Since 1990, we have leveraged our vendor-independent managed services approach to digitally transform how organisations communicate, both internally and externally. We specialise in combining the most relevant technologies and services from leading vendors and platform providers to create opti-channel engagement solutions, orchestrating frictionless experiences and simplifying complex communication challenges.
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