Brady deploys pan-european Sesui virtual contact centre to provide centrally managed technical support at local level
15 September 2016: Sesui, the cloud-based telephony and contact centre innovator, is providing Brady, an international manufacturer of identification and safety solutions, with a virtual contact centre. Underpinned by the Sesui i-Platform, the virtual contact centre has established a unified Technical Service Team that manages all Brady’s inbound and outbound technical support calls across 23 European countries.
To look after its established customer base of some of the world’s leading brands, Brady employs a team of approximately 6,500 in 90 locations across the Americas, Europe and Asia-Pacific. Having deployed Sesui’s cloud-based telephony solutions in a number of European locations since 2009, Brady was looking to further unify its European Technical Service Teams to provide a unified, location independent customer experience and to support expansion into new territories.
Timothy Raemdonck, Technical Service Manager, Brady EMEA, explains: “Previously the telephony function had been fragmented by country, with limited unity and flexibility in allocating and managing resources for upcoming or emerging regions. Although we had an idea of how we wanted to unify support for customers across Europe, the concept of a contact centre hosted in the Cloud was new to us.
“Sesui’s approach is different to other vendors in that it looks for the solution that is right for the client, rather than asking the client to bend to the solution. As such, it wasn’t until talking to Sesui that we discovered options that could also centralise call management and support future European expansion.”
Sesui initially established a pan-European virtual contact centre for the Technical Service Team that managed four main regions and languages – English, French, Dutch and German – from the Brady site in Zele, Belgium. Now, all teams in the region are supported. “For the customer, it doesn’t matter where the team is based. What matters is the manner in which they are supported from a language and skills perspective,” adds Timothy.
Brady uses dedicated numbers for the different languages and geographical regions, referred to as ‘queues’. When a customer calls into one of the queues and there is no agent available, the call is automatically re-routed to another agent that speaks the language. “This results in more freedom for our agents and a more efficient service for our customers. For us, a Virtual Contact Centre allows the best possible use of time for our team who, without the location constraints, now have the flexibility to take on a more diverse role with a more evenly distributed workload,” Timothy says.
“Perhaps the most significant benefit of Sesui’s solution is the ability to tailor resource allocation to expansion, and launch in a new region without the need for an immediate physical presence,” he concludes.
Sesui has enabled Brady’s European Technical Service Team to measure, monitor and control call management across the entire continent. The flexibility of Sesui’s Virtual Contact Centre solution, coupled with its partner-based approach to service, has allowed Brady to structure its business in the most appropriate and relevant manner for customers; the relationship and solution continues to expand and evolve across a variety of Brady’s European operations as a result.