Travis Perkins.
Trusted foundations
We implemented an Amazon Connect contact centre for Travis Perkins’ HR team, supporting the group’s 28,000 staff. The solution is more reliable, flexible and efficient than the ageing platform we replaced.
The business need
Travis Perkins plc is the UK’s largest distributor of building materials in the UK. With 20+ businesses in the Group, Travis Perkins has grown to over 28,000 employees across more than 2,000 branches, stores and sites around the UK. It supports them via a centralised HR function that provides a full breadth of HR services to all 28,000 employees.
Travis Perkins HR’s first-line support platform consists of two specialised teams: Employee Relations and “My People Service”. Both teams use the same telephony platform, which was creating a series of challenges.
Because the previous supplier’s technology was not fully compatible with the company’s newer solutions , this led to a lack of stability, which resulted in lost productivity from outages. There was limited flexibility to add new services or announcements, while allocation of call flows to new or existing numbers was complex – meaning the HR team frequently had to turn to external specialist help for what should have been straightforward tasks.
To address these challenges, in 2017, Travis Perkins appointed Connect to deliver an Amazon Connect powered contact centre.
The solution
The Connect team engaged with the HR Service Centre management and operations teams to map out the ideal experience for their end customers.
Using a proven, agile approach, Connect was able to rapidly deploy the desired IVR and routing profiles within Amazon Connect, while upskilling agents, supervisors and managers on the effective use of the Amazon Web Services (AWS) desktop and reporting tools.
Connect also identified that the Service Centre management team was heavily reliant on a wallboard with a preferred view and list of statistics to drive operational productivity. Connect was able to transform this, using the real-time information and data feeds from Amazon Connect to provide a more up-to-date and relevant set of data. In less than six weeks, the Connect team developed a fully customised wallboard that leveraged the wider AWS services stack like EC2, Lambda and Kinesis Streams.
The outcome
The Travis Perkins HR department now has a highly resilient contact centre system that provides consumption-based billing – more accurate and easier to forecast. A new bespoke wallboard details the agents’ status and the contact centre KPIs in real-time.
Travis Perkins now has the flexibility to manage the contact centre without specialist external help, scaling up and down to support internal projects, developing call flows and activating new numbers/options.
Amazon Connect contact centre serving 28,000 employees
Increased resilience and seamless integration with wider technology stack
Greater flexibility to add services without requiring expert help
Improved reporting and business insight about call drivers
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.
Connect with us Connect UK, Connect South Africa, Connect India, Connect USA.
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