Fluid Hygiene - Customer Case Study

The Customer

Fluid Hygiene deliver an exceptional contract, commercial and specialised cleaning service across their UK. With over 20 years of experience, Fluid Hygiene are experts in the industry and offer a level of customer care that’s unrivalled by competitors. Working a 24-hour service, a high standard customer journey is core to business. 

The Challenge

  • With a growing team of 60 remote workers with 24-hour availability staff needed a reliable platform that offered wherever whenever communication
  • Inadequate real-time visibility on call activity made it challenging to manage and monitor calls in a high call environment
  • Call data reporting to continue delivering an exceptional customer journey
  • Fluid required the ability for staff to easily communicate both on and off-site without paying high monthly costs whilst utilising the latest telephony functionalities and applications

The Solution

  • iPECS phone system using latest technology SIP, reducing call costs
  • 60 iPECS UCS smartphone apps; remote workers use their phone as if they are in the office
  • IP phones; staff can log into their profile anywhere onsite on any iPECS phone
  • PHONE-LINK application that integrates iPECS onto a desktop alongside CRM integration
  • iCall, a call management system delivering analytics, reports and real-time dashboard

The Benefits

  • UCS mobile has enabled remote workers to access the benefits of the iPECS solution as if they were in the office, all through a Wi-Fi connection. This has significantly reduced call costs of remote workers and driven collaboration through instant messaging and conferencing
  • The LIP-9020 handsets flexible directory and simple to use features has driven efficiency in a high call environment
  • iCall has facilitated greater call visibility giving access to historical and real-time call data. Call recording monitors call quality and staff presence empowers staff to connect a customer to the best skilled and available person
  • PHONE-LiNK integration with CRM with click to dial straight from a desktop and inbound caller screen pop means customers receive a very personal experience
  • Using the latest SIP technology, the iPECS UCP meets the highest levels of reliability and enables a business continuity strategy and all delivered at a reduced cost