TNT UK is using a cloud-based contact centre system to help improve its customer service and deliver operational efficiencies across the business.
The logistics and international parcel delivery services firm has signed a two-year agreement for using NewVoiceMedia’s ContactWorld for Service with Salesforce integration.
TNT said the new solution has replaced an "inflexible" on-premise software platform, as part of its overall business strategy to improve customer service, improve efficiencies in the contact centre and reduce operating costs. TNT said using a cloud environment for its contact centre delivers it a reliable and flexible platform for growth and reduced capital investments.
The company said it selected NewVoiceMedia’s technology for its Salesforce integration and extended capabilities such as dynamic routing. Since deploying the system TNT says it has already reduced average handling times and improved customer satisfaction.
TNT’s customer agents now benefit from immediate access to a customer’s entire history of interactions, and inbound calls are intelligently managed and routed, ensuring callers are connected to the right team member – improving handling times and customer satisfaction.
Phil Parkin, CIO at TNT UK, said: “Through ContactWorld’s integration with Salesforce, we have the detailed insight, reporting and call recording that we were looking for, meaning our people can spend more time supporting customers and less time handling administrative tasks.
“Aligning our customer services with our overall business strategy is an important step for TNT and has already been transformative to our business."
Last year, the TNT Express business said it was upgrading its in-cab mobile worker technologies across the UK-wide fleet. Under a contract with Peak-Ryzex, the supply chain and field service mobile specialist would manage more than 10,000 devices, including 2,500 new Motorola Solutions PDAs.
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