96%
of customers will leave your business because of a bad customer experience.*
*Forbes 2022
At Britannic, we collaborate with some of the biggest names and leading innovators in telephony, digital, and workplace modernisation, including 8x8, Calabrio, Five9, Zoom, Google, Microsoft and Mitel. Our goal is to improve your customer experience management and fulfilment by making systems more collaborative, responsive, and easy to use, scale, and optimise.
Our consultative approach ensures we work closely with you to identify areas of improvement and tailor solutions to meet your unique needs. Through our Customer Success Programme, we delve deeper into your operational performance, gaining a thorough understanding of your unique situation. This allows us to identify root causes of issues and uncover opportunities for improvement, helping you evaluate your options, understand the benefits of change, and explore the functionalities available.
Benefits of Implementing a Customer Experience Strategy
Increased Customer Satisfaction
By tailoring interactions to meet individual customer needs and preferences, you ensure a higher level of satisfaction. Happy customers are more likely to return and recommend your business to others.
Enhanced Customer Loyalty
A positive customer experience fosters loyalty. When customers feel valued and understood, they are more likely to remain loyal, reducing churn and increasing lifetime value.
Improved Operational Efficiency
Streamlining operations through personalised services and AI-driven automation reduces the time and effort required to manage customer interactions, leading to more efficient processes and quicker resolution times.
Higher Revenue
Satisfied and loyal customers are more likely to make repeat purchases and take advantage of upsell and cross-sell opportunities. This drives higher revenue and growth for your business.
Better Employee Engagement
When customer experience strategies align with employee workflows, it creates a more enjoyable and productive work environment. Engaged employees are more motivated to provide excellent service, further enhancing customer satisfaction.
Competitive Advantage
A well-implemented customer experience strategy sets your business apart from competitors. By consistently delivering exceptional experiences, you can build a strong brand reputation and attract new customers.
Enhanced Customer Feedback and Innovation
Implementing a CX strategy encourages continuous collection and analysis of customer feedback. This feedback can drive innovation by highlighting areas for improvement and new opportunities for product or service development, ensuring the company stays relevant and competitive in the market.
Key Drivers and Technologies of Customer Experience
- Customer Relationship Management (CRM) Systems
- Artificial Intelligence (AI) and Machine Learning (ML)
- Chatbots and Virtual Assistants
- Analytics and Data Management
- Customer Feedback Platforms
- Unified Communications (UC)
- Automation Platforms
- Omnichannel Customer Service Solutions
- Internet of Things (IoT)
- Cloud Computing
Branded Messages & Calls
Our Contact Branding Suite is designed to stop scammers and fraudulent communications which is currently costing UK businesses billions per year. Our solution provides branded and verified interactions for voice calls and text/SMS messages restoring consumer trust, improving engagement rates, and transforming communication experiences.
Contact Centre Solutions
Improve your contact centre with our state-of-the-art software suite, tailored to surpass your business goals. Whether you're looking to migrate to a cloud-based system, enhance your current capabilities, or add new features, we have you covered. We collaborate closely with our customers and top-tier vendors like Zoom, Mitel, Five9, and 8x8 to design, deliver, and continually enhance your contact centre environment and customer experience software.
Customer Experience and Engagement Success Story
A housing association faced challenges with complex and costly application management, hindering goal achievement. To transform operations and enhance services for customers and staff, we implemented a cloud-based contact centre solution accessible from anywhere. Recognising that a ‘one size fits all’ approach doesn’t work for different generations, we deployed NetX SIP, Five9 Contact Centre, and Britannic's NetX Direct Routing for MS Teams. This solution increased staff agility, facilitated remote work, improved efficiency and data insights, and enhanced collaboration. Key products included automation and omni-channel support for tenant experiences, better external calling management, professional announcement recording, and cost-effective calling solutions. Our approach added value by offering agent-assisted payment services, better uptime and reliability, and a robust disaster recovery strategy.
Business Communication Apps and Chatbots
Our AI-driven solutions adapt to the unique needs of your customers, ensuring a smooth and satisfying journey. These intelligent tools streamline interactions and provide seamless self-service options, working tirelessly to support your organisation. Whether it's instantly answering frequently asked questions, guiding users through processes, or offering personalised recommendations, our contextual apps and chatbots enhance every touchpoint.
See It In Action: Streamlining Planning Department Operations with Bizibot
Faced with 360 calls per month, a local council's planning department sought to enhance efficiency and customer service by reducing call volume by 70%. We implemented our Bizibot, a self-service solution enabling citizens to find answers independently via the council's website. This allowed the planning team to focus on more complex inquiries. Custom-designed to match the council's tone, Bizibot effectively understands tone, sentiment, and context. The result was impressive: Bizibot successfully deflected 87% of calls, significantly reducing the department's workload and greatly improving the overall customer experience.
Automation is revolutionising business operations by enhancing efficiency and accuracy. Utilising AI and machine learning, it streamlines repetitive tasks, reduces errors, and frees up human resources for strategic initiatives. Email automation and orchestration optimise communication workflows, ensuring timely and personalised responses. This boost in productivity improves service quality and customer satisfaction, keeping businesses competitive in a fast-paced digital world.
INBOX helped a business deflect 60% of their emails from their contact centre in under two weeks. They are seeing fantastic ROI from INBOX. See what your return could be with our quick and easy ROI calculator. Get started today and see how Britannic can help your business optimise its technology spend.
Voice Data, Analytics, Recording and Compliance
From landline and mobile calls to instant messages and online video communications, we ensure you meet FCA and PCI legal requirements while enhancing customer experience. Our solutions offer valuable insights through voice data analytics, allowing you to understand and respond to customer needs more effectively. Improve compliance, optimise communication strategies, and elevate your customer interactions with our comprehensive services.
Britannic's Intelligent Managed Services
Our "Intelligent" Managed Service goes beyond standard managed services by providing valuable insights across your IT and communications environments. This innovative approach drives growth and innovation, not just daily IT management.
We aim to be your essential partner in achieving business success. Our transparent, consultative, and proactive approach ensures robust, tailored IT and communications solutions. Enjoy predictable costs, improved productivity, scalability, expert access, and risk mitigation, allowing you to focus on your core business.
Key Benefits Include:
- Removes the burden from you for day-to-day transactional activities such as Adds, Moves, Changes and Deletions.
- Performance reporting and trend analysis to boost planning and efficiency
- Healing your business optimise call routing and workflows based on SIP usage insights
- Providing high level Contact centre analytics to improve customer experience
- System Monitoring to proactively resolve and remedy issues
- Delivers predictable costs and reduced overhead
- Gain access to our expert skills and support
The Do’s and Don’ts When Implementing AI and Automation Into Your Business
Integrating AI and automation into your business comms strategy can significantly enhance efficiency by; speeding up processes, reducing errors, and managing data at a scale that is impossible for humans alone. However, doing so wisely is crucial to ensure that these benefits do not come at the cost of losing personal touch in customer interactions or compromising data integrity.
We specialise in crafting AI and automation solutions that are not only innovative but also tailored to meet the unique demands of your business.
Case Study: Transforming Customer Experience for a Leading UK Dental and Healthcare Supplier
One of the largest full-service dental and healthcare suppliers in the UK, DD, sought to modernise its workplace and enhance customer experience. With Britannic's innovative solutions, they dramatically improved customer service levels, streamlined communications, and boosted operational efficiencies. Curious to see how we transformed their operations?
Discover the Full Digital Transfomation!Customer experience management, strategy and software FAQ
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