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Case Study:

Building a Better Future

How VINCI Construction UK enhanced customer service whilst future-proofing its growing business

As a world-leading construction and concessions company, VINCI employs over 185,000 people in 100 countries. The largest British subsidiary of VINCI, VINCI Construction UK, works with several high-profile customers including Debenhams, Dixons Carphone, Transport for London, and the Olympic Stadium, providing the highest quality service to its clients.

Services

Skype for business contact centre and rapid network deployment

The Brief

VINCI Construction UK was looking for a technology partner that could provide a complete, hosted Contact Centre solution for its Facilities division. The business required a solution capable of operating 24/7, whilst integrating seamlessly with a wide variety of communication channels to serve its customers in the best way possible.

VINCI needed a partner that could maintain the day-to-day running of their IT estate as well as manage on-site connectivity, allowing the in-house IT specialists to focus on the company’s core business needs.

With ambitious business goals, the solution had to be future-proof and offer several Enterprise-grade features. Technologies such as Interactive Voice Response (IVR), advanced call queueing and routing functions were a necessity for a modernised Contact Centre, along with the flexibility to expand to incorporate the company’s IT Service Desk when required.

Most importantly, the solution would require high levels of redundancy and availability to improve reliability and system performance and enable enhanced customer service. With considerable knowledge of the construction sector and demonstrable experience in supplying Skype for Business-based Contact Centres, VINCI looked to Nasstar, formerly GCI, to help.

The Benefits

VINCI now has a Cloud-based Contact Centre solution with the high levels of redundancy and availability it required, providing a cost-saving solution and increased agent productivity.

The Contact Centre solution ensures the company is compliant with Ofcom’s regulations and is available for use 24/7, allowing VINCI to better serve its customers. As the solution is fully scalable, it can easily flex up or down depending on the requirements of the business.

With the quick installation of RND, VINCI’s high-performance connectivity quickly mobilised its IT services in minimal time, avoiding the expected three to four-month delay.

As the solution is managed by Nasstar, VINCI Construction UK is supported 24/7 by a team of experts, enabling the in-house IT team to focus on more strategic, value-add projects.

Ben Paddick, IT Director at VINCI, said: “When we selected Nasstar as our IT Service Provider, a key decision-making factor for VINCI was the capability Nasstar demonstrated in terms of systems integration expertise. Their attention to detail and experience in Contact Centre technology is second to none.”

Paddick added: “Our Contact Centre solution has managed to meet all of the numerous requirements we had…and some we don’t even have yet! The Rapid Network Deployment device has also solved our short-term connectivity needs and offers the flexibility to take internet access with us as we move from site to site.” As VINCI Construction UK’s technology partner of choice, Nasstar continues to work with the company on new initiatives ensuring they always stay one step ahead.

The Solution

Nasstar recommended a customisable, omnichannel Skype for Business Contact Centre solution that ensures all customers receive the same level of service, regardless of how they make contact. The solution offers:

  • Omnichannel queueing
  • Call routing
  • A call-back function for essential compliance with stringent Ofcom regulations
  • Self-service IVR tools
  • WAV options to update customers whilst they are in a queue

The technology is designed to improve First Contact Resolution (FCR) and increase Contact Centre agent productivity as a result, allowing more time to focus on value-add business tasks.

Managers, supervisors, and agents can proactively monitor the data generated by the Contact Centre in real-time, to ensure any issues are managed promptly. Furthermore, VINCI now has access to invaluable data that can be used to make informed business decisions moving forward.

Nasstar aligned the Contact Centre solution to be deployed on its own Skype for Business platform, which could then be expanded across the whole of VINCI’s business, fulfilling the company’s desire to evolve and integrate it with other software.

The Contact Centre solution is hosted on a Cloud infrastructure with the same robust network connectivity as VINCI’s existing WAN, providing an end-to-end service. The platform was built with high levels of resiliency and redundancy, ensuring optimal reliability and uptime. Additionally, with Nasstar’s Fully Managed Service, the VINCI team can have confidence that their infrastructure and data is monitored, maintained and secure at all times with 24/7 support should they need it.

As the business was suffering from on-site connectivity issues, Nasstar implemented a Proof of Concept for Rapid Network Deployment (RND) at its Trafford Centre site. This offers Enterprise-grade internet access without a fixed connection in multiple locations, for short periods.

RND can be deployed in as little as 24 hours and primarily connects via 4G but can also use multiple broadband connections. VINCI heavily relied on RND for five weeks before a permanent connectivity connection was installed by Nasstar to ensure business continuity without the worry of downtime.

When we selected Nasstar as our IT Service Provider, a key decision-making factor for VINCI was the capability Nasstar demonstrated in terms of systems integration expertise. Their attention to detail and experience in Contact Centre technology is second to none. Our Contact Centre solution has managed to meet all of the numerous requirements we had…and some we don’t even have yet!

Ben Paddick
IT Director, Vinci
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