Mediaedge:cia boost its customer service and business communications with Datapulse

Mediaedge:cia, the first global communications planning and implementation agency, handles up to 700 calls per week at its Central office reception in London. They were in need of a sleek, professional and efficient solution that would improve customer service and staff productivity, while providing more functionality for call management and reporting.

Previously, the office had a simple call-transfer phone system using old desk-based consoles with a paper directory of numbers and email addresses for transferring calls. This was leading to the loss of 20 to 30 calls per day and call-transfer times of more than 20 seconds, particularly if the contact was a new employee or the operator temporary. Mediaedge:cia often hires temporary staff for busy seasonal periods, and the old system was taking more than a day to be trained on.

The company also had a new requirement for extension and departmental call-logging, in order to report on how many calls were being made by which extensions so that costs could be allocated to the correct departments.

Proficient call handling is a vital element of good customer service. Datapulse supplied Mediaedge:cia with several key solutions that interoperate to provide not only an efficient call-logging and transfer system, but also an integrated intranet directory of all contacts in the company. This ensures that Mediaedge:cia presents a professional 'shopfront' to all customers and business enquiries calling into the business.

The core of the solution is the Datapulse Intuition switchboard operator console, which runs on the operators pc's and provides the Mediaedge:cia operators and receptionists with call handling and directory search functionality. The screen displays call queue information and has a searchable directory of contacts which can be found quickly and easily using speed searches, with calls transferred via click-to-dial links.

The Datapulse Total Info web directory works with Intuition, situated on the Mediaedge:cia intranet and searchable by, and accessible to, anybody working on the network. The system contains detailed directory information about all employees, including contact details, security information and even a photo, a useful tool for temporary and security staff. Because Total Info is company-wide, staff are able to check and update their own details, and can look up other contacts within the company rather then going through the switchboard, allowing operators to focus on external calls.

Mediaedge:cia also chose Call Information Module (CIM) to check if incoming calls are being answered within specified response times, if operators are failing to answer calls or if a high volume of calls is being made to a specific department. The sophisticated reporting package component of this solution provides the company with the evidence needed to justify additional operators, set up special numbers or modify the way that calls are handled.

CIM can also be used to trace calls through the telephony system to investigate why calls are lost or abandoned. Call trace reports are generated to enable Mediaedge:cia to view all elements of a call on one screen, from which the IT Manager can trace the route a call takes through the switch and the whole response time from the beginning to the end of the call. This extends to tracing unauthorised calls - an international call outside of normal business hours, for example - and report accordingly.

Finally, the Datapulse Connect solution ensures that all databases used by Mediaedge:cia are fully integrated and that all changes made to a single system are reflected across the entire call management and intranet solution.

Mediaedge:cia is now enjoying several business benefits from the solution, including improved call management systems and ROI. Calls are hardly ever lost, with call-answering and transfers much faster and more accurate. The reception is now wait-free and has a more professional look, while switchboard operators, who double as receptionists for the company, benefit from a simpler-to-use phone system that improves their efficiency. Mediaedge:cia has also experienced cost savings through reduced numbers of temporary staff, including training and working hours.

Jenny Burton, Head Operator for Mediaedge:cia London, says: "In the fast-moving world of advertising, it is absolutely imperative that we present a professional, sleek and highly efficient front to our business customers.

"We have been extremely impressed with the solution, project management and support that Datapulse has provided. The solution is exactly what we were looking for to ensure that our switchboard and reception support call management and reporting systems across the business."

Romke Wijngaarden, London-based sales manager for Datapulse, says: "In an age where customer service is key, investing in smart technology that allows contacts into a business to be handled in the most efficient and intelligent manner is vital.

"Providing customers with an optimum experience and differentiated service starts with ensuring quick and efficient call reception.We are delighted that Mediaedge:cia has chosen Datapulse to help improve their business communications and call management systems."

About Mediaedge:cia
Mediaedge:cia (MEC) is the first global communications planning and implementation agency. We get consumers actively
engaged with its clients' brands leading to relevant awareness, deeper relationships and stronger sales.

Our services include consumer insight and ROI, communications planning, media planning and buying, interaction (digital, direct, search), sponsorship consultancy and activation, branded content and entertainment marketing. Our 4,000 highly talented and motivated people work with local, regional and global clients from 199 offices in 79 countries.

MEC is a founding partner of GroupM, WPP's media investment management group. For further information, visit www.mecglobal.com