Animal Friends

The project was completed from pilot to full implementation in just four months. Nasstar worked closely with the front line staff to ensure that they were comfortable using all the new features of the system so that the business and Animal Friends customers would derive maximum benefit. Animal Friends have reported a high level of positive feedback with users remarking that it has made their lives at work “less stressful” and “more productive” as calls are being routed to the right departments more efficiently in turn cutting call times.

Other benefits include the deployment of an external ‘dialler’ so that outbound calls can be made using the system. This automated technology can quickly and easily detect busy signals, answer machines and disconnected numbers, which in turn has maximised agent productivity and driven up call volumes.

Additionally, a PCI compliance system is now in place, enabling Animal Friends to securely take card payments over the phone whilst adhering to industry regulations. As well as fully protecting customer card data, Animal Friends’ overheads of PCI compliance have been substantially reduced with the deployment of this solution.

The new reporting function has been a game-changer for Animal Friends and has provided senior management with access to real-time statistics. Key performance data, such as how many calls per agent and how many calls per day, has enabled them to analyse productivity and be more efficient as a business. This level of monitoring has been crucial when call centre employees are working from home.

Following the outbreak of Covid-19, the implementation of a cloud-based contact centre has enabled Animal Friends to redeploy its entire 400+ workforce to work remotely, without any drop in customer service.

The success of the new Contact Centre project is further evidenced by the fact that Nasstar is now engaged with Animal Friends on the next phase of planning. The nature of the Cloud-based technology means that it is simple to add new features, as such Animal Friends are investigating the advantages of chatbots and the company is beginning to incorporate social media and email as additional methods of customer communication, all of which is powered from the central customer management system built by Nasstar.

The steps that Animal Friends have taken in their technological evolution have effectively future-proofed their business via the Cloud. As a business, they are ready for the next innovations in technology, maximising their competitive advantage and helping customers more efficiently.