Healthspan

CASE STUDY

Healthspan

Healthspan has a 40-seat omnichannel MiContact Centre solution in Gosport, which was installed over 12 years ago. The contact centre agents take approximately 3,000 customer enquiries a day, in a combination of telephone voice calls, emails, live chats via the website, SMS and WhatsApp messages. The beauty of the Mitel omnichannel communications solution is that customers are given a choice as to how they want to interact with Healthspan, and it’s critical to the business that any potential downtime is kept to a minimum.
Rob King from Healthspan

Situation:

  • Healthspan had to urgently migrate contact centre agents to a remote working solution. All 40 agents were seamlessly working from home within a few days.
  • At that time, Healthspan’s contact centre was based over two sites in two separate buildings. With the need for so much office space significantly reduced, Healthspan made the move to Mitel’s hosted cloud environment, removing the need for physical servers.

Solutions:

  • Mitel Teleworker solution enabling call centre agents to adapt to home working.
  • Mitel Hosted cloud solution for added resilience and cost savings.

Results:

  • The Teleworker solution enabled remote contact centre agents to access all the same UC capabilities as if they were in the office.
  • Seamless transition to BAU remote working within a week.
  • Enhanced productivity and operational efficiency with a hybrid working model.
  • The MiCloud hosted cloud solution offers added resilience, security and scalability to ensure uptime.
  • The hosted cloud solution meant there were no physical servers to maintain, and substantial savings were made on rent and utility costs.

Mitel teleworker remote working

Like businesses the world over, Healthspan’s contact centre agents needed to switch to home working almost overnight at the beginning of the pandemic. The Mitel Teleworker solution enabled staff to take a Mitel phone home and work over the internet, connecting into the telephony environment back in the office. All contact centre staff were able to answer calls and messages as if they were in the office.

Supervisors who were also working at home had access to the MiContact Centre page, giving them complete visibility of all customer communications: the amount of calls the agents received, the amount of queued calls, whether the agents changed their status, whether they were on lunch or a break, as well as seeing how many live chats, emails or WhatsApp messages were being answered. Not only could they see real time reporting, supervisors were also able to look back at historical reporting. Healthspan uses this functionality a lot to benchmark performance and gain valuable insights into productivity, especially in January when they run an annual sale.

Hybrid working is here to stay

Within a week of the pandemic starting, every contact centre agent was working from home, using the Mitel Teleworker solution, answering customer enquiries and sales calls as if they were in the office. Several staff members had been apprehensive about their IT set up and infrastructure at home, and initially worried that they might feel isolated.

However, the Teleworker option worked so well, and productivity increased across the contact centre, the majority of staff still want to work from home part of the time and in the Gosport office a few days per week, thanks to Mitel’s technology.

Mitel hosted solution

Once all agents were working from home, Healthspan could move 13 physical contact centre servers to the Mitel virtual environment, a cloud-based hosted solution. This meant they could reduce their property portfolio, making substantial savings on rent and utilities, as well as saving power on the physical kit that they’d been running.

As a contact centre and Level 2 PC merchant, Healthspan takes over a million customer card payments per year. In order to migrate their telephony function into a hosted Mitel solution, they needed to ensure the infrastructure was completely locked down and secure. JT and Mitel already had a presence in a London data centre, so Healthspan had the reassurance of working with partners they knew had a presence and with whom they already had a long-standing, trusted relationship.

Uptime was also a critical factor for Healthspan because their contact centre operates seven days a week. When the migration to the cloud took place, their 13 hosted servers were transferred from an on-premise environment, with the added resilience of Mitel’s guaranteed 99.999% uptime.

Mitel's services are found in businesses and organisations all over the world, providing a wide array of solutions, from simple business communications to sophisticated unified and collaborative communications, whether on-site or in the cloud. The Mitel Teleworker migration that we managed for Healthspan was a real success story.

The system worked seamlessly from the start and the transition to hybrid working was implemented in just a week, with the team adjusting to their new way of working really well: it is a true hybrid working model."

Kate Marshall, Head of Guernsey Enterprise,
JT Group

"Technology is always moving forward and Healthspan wants to be at the forefront of that evolution. Mitel is a global expert in what they do, with a really strong track record in running contact centre software.

JT, the only Mitel Platinum Partner in the Channel Islands, provides valuable expertise in terms of supporting systems, implementing systems and keeping us abreast of the latest innovations. It's great to know that we have the technical expertise at the end of the phone, and the same from an account management perspective."

Rob King, IT & Facilities Manager,
Healthspan

JT is a Mitel Platinum Partner. Platinum status is the highest accreditation available, making JT one of Mitel’s key partners. Mitel is a leading provider of communications solutions for a range of organisations – from small, single site businesses to large multi–site enterprise.

Mitel and JT have worked with Healthspan for over two decades, during which time they have developed a good working relationship. JT manage Healthspan's 24/7 maintenance contract leaving Healthspan to manage their security infrastructure in-house.

The cloud-based telephony has been so successful, Healthspan are now also moving the back office Mitel telephony at Guernsey's Head Office into the Mitel cloud environment.

JT Mitel Platinum Partner
Lets Talk Mitel with Healthspan

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