In a fast-paced environment like the Professional Services landscape, efficiency, productivity, and consistency are crucial to success. A Unified Communications solution can bring team members together in a distributed environment. The right tools unlock better performance results and exceptional customer service opportunities. 

Flexible and agile, UC offerings allow Professional Services brands to overcome resource management challenges and scalability in an evolving ecosystem. Not only do these tools empower teams to get more done in a single pane of glass environment, but they can also unlock meaningful insights for service leaders too. 

If you’re wondering what you might be able to achieve with the best UC implementation for your Professional Services brand, the following case studies are sure to offer some inspiration.

Microsoft and Grant Thornton LLP

Grant Thornton, a professional services firm offering tax, audit, and advisory services to privately-held and public organisations, has supported brands for almost 100 years. Over decades of operations, the company has naturally invested in several legacy solutions for keeping more than 8,500 employees connected throughout the United States. However, the organisation quickly recognised a need for transformation in an age of digital transformation.

Working with Rightpoint and Microsoft, the brand decided it was time to upgrade collaboration between a primarily remote workforce. The implemented solution included the development of a state-of-the-art digital workspace, empowered by Microsoft Teams and Office 365. With the new cloud-based functionality offered by Microsoft, Grant Thornton was able to unlock a new level of mobile productivity for its workforce.

Avaya and ACT

During the challenges of the pandemic, Advanced Call Center Technologies (ACT) became a core hub for managing digital interactions and calls for various professional clients. When call volume began to accelerate from 2,000 to 40,000 calls per day, the brand realised it needed a more flexible and scalable solution to respond to client needs quickly. ACT chose an Avaya OneCloud subscription with Avaya Spaces to pave the way for digital transformation.

With Avaya OneCloud, the brand could centralise communications on a single platform for seamless client and employee collaboration, with eight languages available. At the same time, the company significantly improved its financial standing, saving around $1 million in operational costs. The workstream collaboration tools enabled better interactions and team experiences for staff members in a distributed environment. 

RingCentral and Citation Professional Solutions

For more than 25 years, Citation Professional Solutions has been assisting UK organisations in navigating the complex legal and administrative worlds required to keep operations up and running. The experts dispense over 300,000 pieces of advice to clients every year to ensure companies meet health and safety policies and various compliance standards. Unfortunately, as the company’s growth accelerated, its legacy communication system was no longer suitable. 

Citation’s telecom infrastructure created several challenges, eventually prompting the business to seek a more streamlined and unified solution. RingCentral offered a way to bring multiple tools together, from call centre functionality to mobile desktop apps and video conferencing. The result was a far more synergised workforce capable of adapting to suit the needs of rapidly evolving clients. 

Slack and PolicyPal

Offering consultation and support for those investing in the insurance landscape, PolicyPal helps a range of companies and consumers worldwide. Recognising how daunting financial literature can be, various quizzes and in-app incentives help people find the right coverage and get the guidance they need. 

PolicyPal knew it needed to invest effectively to keep teams connected and collaborative to stay ahead of the curve in the insurance sector of professional services. Slack channels offered the company a viable way to share messages, digital tools and files with internal employees and external clients. According to the company, Slack has quickly become the digital hub for the team, where employees can work more consistently together, anywhere. 

Google and Avanza

Avanza, an outsourcing solution provider specialising in business solutions, combines innovative technology with committed people and efficient processes to deliver phenomenal client results. As the company expanded across a broader range of customers, it discovered a new need for more flexible and scalable tools to align the workforce. According to the staff, the most straightforward option they found was the Google Cloud environment. 

Avanza worked with a Google Cloud partner Altostratus to implement Google Cloud Platform technology and the collaborative ecosystem of Google Workspace. The implementation included a gamified training program with a virtual league of champions to help employees get the most out of their new workspace. 

Vonage and Hunt Revenue

Business development specialists focused on all aspects of the eCommerce landscape; Hunt Revenue made a name for itself in different countries and served significant partner for many technology and service providers as well as established retailers. As the business expanded internationally, so did its communication requirements. Teams based in regions all over the world had trouble communicating with each other efficiently between site locations. 

With the help of Vonage, Hunt Revenue was able to implement a robust private network between senior team members to assist them in keeping in touch efficiently and conveniently. An office VoIP service was also developed to help empower direct and client marketing strategies. The full suite of tools combined with video conferencing services transformed the workforce. 

Zoom and Traction on Demand

One of North America’s most extensive Salesforce consulting and application development companies, Traction on Demand provides organisations with the guidance they need to master Salesforce. The brand not only implements Salesforce platform tools but also guides customers on how to make the most of their investments to achieve organisational goals. 

Part of establishing an effective workforce in an evolving landscape for Traction on Demand was the use of intelligent video communications tools. The company embraced a video-first approach to communication and collaboration with Zoom software. The Zoom ecosystem allowed the team to continue working efficiently even during the challenges of the pandemic.

 

 



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