HERE at Unify (formerly Siemens Enterprise Communications) we have built a reputation on recommendations and relationships.
HERE at Unify (formerly Siemens Enterprise Communications) we have built a reputation on recommendations and relationships. One such customer is Wakefield Council which, through Unify, has transformed working practices to cut costs and realise £100,000 in efficiency savings.
Its new voice infrastructure based on the OpenScape platform, with OpenScape Voice and OpenScape Contact Center, enables agile working and helps staff deliver a flexible and dynamic service.
The Task
Wakefield Council’s Worksmart strategic transformation programme involves property rationalisation and the migration of over 2,500 employees into more flexible working environments to deliver a more strongly citizen-focused service. To achieve this, the council required a resilient, cost-effective and flexible solution to support customer service and empower an agile workforce.
The Solution
Siemens Enterprise Communications worked closely with the council to identify the potential and scope for mobile working and the type of work practices, business processes and ICT platforms needed to enable the best staff performance. Siemens Enterprise Communications implemented OpenScape Voice across the entire council as well as restructuring the contact centre with OpenScape Contact Center to enable agents to more effectively and efficiently deal with around 300,000 queries annually.
The Benefits
The Council improved customer service through its contact centre and implemented flexible working practices. These will be further enhanced by the opening in 2012 of the Wakefield One headquarters, a state-of-the-art flexible workplace environment.
£100,000 efficiency savings based on rationalisation enabled by the OpenScape platform 20 per cent increase in productivity in some services from a flexible working strategy 225,000 commuter miles per year saved in one service by flexible working – equalling 65 tons of CO_
£1.6 million savings achieved through property rationalisation
To read the full case study, visit www.unify.com/uk or call the team on 01908 818100