Prospect is the independent trade union for professionals, with more than 142,000 members spanning engineers, scientists, managers and specialists.
CLIENT
Prospect Union
INDUSTRY
Professional services
SERVICE
Secure Networks
The client
Prospect advises, defends and supports its members on various work-related issues - including career development, contracts of employment, pensions, performance pay, privatisation and company takeovers.
The challenges
This included upgrading its network to improve security and performance. The union also required a new communications and Contact Centre solution to replace a patchwork of phone systems across eight locations, along with equipment to stay connected during a site move.
Most importantly, Prospect Union was looking for an IT Services Provider that it could partner with who could not only support its growth strategy but also matched the organisation’s passion for quality and service.
The union selected Nasstar thanks to the managed service specialist's wealth of experience and demonstrable capabilities across multiple different technological solutions, as well as elite accreditations with industry-leading vendors and the ability to provide a complete but flexible support service during the projects.
Our goal
The outcome
The new omni-channel Contact Centre enables members to get quicker, more personalised support via phone, email, live chat, or social media. Intelligent call routing ensures they reach the right expert based on their query, rather than being limited to regional helpdesks.
With enterprise-grade features and seamless integration into day-to-day operations, staff can now assist more members in less time. The system also frees up time for other tasks and enhances internal collaboration.
Modern IT systems allow Prospect Union to easily scale as membership and staff numbers grow. The resilient, secure network and smooth site move have future-proofed the organisation’s infrastructure while reducing operational costs.
With Nasstar’s support, Prospect Union ensured PCI Compliance for securely handling membership payments. Sensitive card data is protected, with systems designed to prevent agents from accessing confidential information.
"Nasstar has helped us transform the way we work. Our network performance has greatly improved, in addition to being more secure, and being able to continue with 'business as usual' during our site move was crucial. Additionally, the previous combination of phone systems meant that internal communications were challenging, and we could not run an integrated Contact Centre. By deploying Skype for Business and Enghouse’s Contact Centre, it means that we have just one system that all our staff use. We think it will give our helpdesk staff 20% of their time back, and means they can work on other parts of their job when not on calls."
Paul Xuereb
Head of Information and Website Systems
•Prospect Union
