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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
07875 271128
Paul Merry,
Solutions Architecture Consultant, Dell
07802 595397
Steve Hemsworth
Managing Director, Golfbreaks.com
07973 185497
