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Case Study

Mitel and Onecom - Red Funnel Case Study

Established in 1861, Red Funnel is an integrated transport and travel business that runs ferries from Southampton to the Isle of Wight.

We have decreased our complaints by 16%, but more importantly, we have increased our compliments by 116% year on year.

 

PROFILE

NAME: Red Funnel

SECTOR: Transport

PROJECT TYPE: Connectivity

CONTACT: Murray Carter

POSITION: Customer Services Director

Red funnel were seeking a more proactive communications solution, rather than reactive.

The customer challenge and objectives

They needed to enhance their customer experience by seamlessly connecting the right employees with customers.

Target result

Improve customer service and satisfaction

Better connect with employees

Improve employee productivity

 

 

 

What was unique about our proposal?

By getting to know Red Funnel and evaluate their needs fully, Onecom was able to recommend a Mitel solution that fulfilled all of its key requirements seamlessly.

What was the end result?

After working with Mitel, Customer Services Director, Murray Carter, said Red Funnel’s productivity has increased and their reaction time to customer communications has improved.

We use skills-based routing to ensure that our customers receive the best possible customer service by ensuring that an agent fully capable, qualified and trained to handle their inquiry responds to their query,” said Carter. “We bring social media monitoring to evaluate areas that would improve and enhance their customer journey.