Dell & Aspect help Golfbreaks.com achieve a hole in...

Dell & Aspect help

Golfbreaks.com achieve a

hole in one!

Steve Boakes, Aspect

Steve Hemsworth, Golfbreaks.com

©2012 Aspect Software, Inc. All rights reserved. 1

A Powerful Proposition

©2012 Aspect Software, Inc. All rights reserved. 2

Europe’s largest golf travel company

Steve Hemsworth, Managing Director

We are putting 360,000 golfers

on the fairways each year

Specialises in golf breaks to over 950 venues

within the UK & Ireland, Europe and Worldwide

UK’s largest tee time booking service for over

750 golf clubs located in the UK and Ireland

Spa Days and Spa Breaks to over 250 venues

within the UK

Business growth by brand

Our customer base and

turnover has grown

rapidly since the company

was founded in 1998.

Our business challenge – early 2011 Existing Nortel BCM system implemented late 2002, including Nortel CallPilot contact centre

BCM reporting was limited, unstable and without customisation

No-longer just one office

• Increasingly mobile workforce

• Imminent second site

Digital phones made internal moves increasingly difficult with continued growth

Uncertainty about current vendor’s roadmap

• Pressing need to expand and upgrade

Inability to implement CTI

• Urgent need for integration

• Previous attempts with TAPI had failed, with limited support

Flexible routing increasingly necessary

• Multiple brands and business streams

Th

e p

roce

ss

Q4 IS Manager researched the UC market place – meetings held at office 2010 in Windsor with current provider and 2-3 resellers

Q1 Received 3 vendor proposals, but lack of specialist UC knowledge to 2011 back up a decision, led us to UC Expo 2011 in March

April Engaged the IG Group to carry out an audit and interpret needs

June Site visits to Aspect, Cisco and Avaya

July Reference site visit to Newport City Homes plus IG Group client day

Sept Contracts and negotiation with a clear goal to implement in November

Th

e c

hosen

solu

tion

Planning

• Detailed requirements had been discussed during the tender process

• Aspect held on site workshops with key stakeholders in the contact centre to question, establish and document the configuration

Training

• Aspect provided training on relevant parts of Aspect UIP

• Dell provided onsite training to IS team on Lync implementation

Install

• Golfbreaks IS team install VMs for Aspect UIP & Lync

• Aspect installs UIP software and configures according to our specification

• Dell installs Lync and works with Aspect to configure Lync/Aspect connection

Testing

• Testing by project team

• UAT with selected contact centre agents and back office staff

Go-live

• At the end of November, ahead of schedule

• Continued user training

Imple

me

nta

tion –

8 w

eeks

Ne

w in

terf

ace

s

Re

port

ing

Le

sso

ns le

arn

t

Don’t underestimate the particular quirks of your own business

Training is paramount and takes time

This is a change management programme - allow enough time for process change and for buy in

There will be teething problems so work closely with your vendor during and post implementation

Engage a consultant if you don’t have the in-house specialist expertise

Bene

fits

Considerable head room for further growth and process improvement with UC

Presence, IM, SMS, conferencing, integration with Microsoft platforms

Custom call routing has enabled more accurate call delivery and reduced internal transfers

Custom reports and increased management information

Full integration potential via Aspect API with our bespoke CRM application

Pure VoIP has enabled hot-desking and flexibility

Contact Us

©2012 Aspect Software, Inc. All rights reserved. 15

Steve Boakes,

Partner Manager Northern Europe, Aspect

steve.boakes@aspect.com

07875 271128

Paul Merry,

Solutions Architecture Consultant, Dell

paul_merry@dell.com

07802 595397

Steve Hemsworth

Managing Director, Golfbreaks.com

shemsworth@golfbreaks.com

07973 185497