Puzzel (formerly Intelecom’s contact centre entity) a provider of cloud-based contact centre solutions and its partner Strategic Communications Services (SCS) today announced that fm24 has deployed Puzzel’s contact centre solution for its facilities management help desk which supports clients around the world. Since implementing the SCS, Puzzel based solution, fm24 has consistently met Service Level Agreements (SLAs) for call handling, whilst skills based routing has boosted operational efficiencies and helped deliver highly personalised customer service to a constantly changing and diverse client base. The new Puzzel contact centre solution was deployed by SCS to create a robust cloud-based contact centre and support infrastructure.
fm24 is Macro’s dedicated facilities management help desk provider. Macro is part of the international construction and consultancy company Mace and provides facilities management services including consultancy, help desk, technical services and owner association management in 23 countries. The company’s specialist help desk services are provided by fm24 which ensures that Mace and Macro customers receive round-the-clock support.
Sasha Memedovic, Head of Service Delivery at fm24 commented, “We were looking for a telephony solution that combined the flexibility and scalability necessary to make changes and respond quickly to client requirements. The latest skills based routing features were also top of the agenda, essential to delivering world-class customer service whilst maintaining high levels of operational efficiency. SCS and Puzzel’s solution fitted the bill perfectly by combining all three pre-requisites in one single, simple to use platform.”
fm24’s 24-strong help desk operation handles around 15,000 telephone calls a month, with as many as 700 on an average week day. Email traffic into the help desk is even higher currently 30% more than the annual call statistics. While the fm helpdesk is the core business, the nature of the calls and email enquiries vary considerably and reflect fm24’s diverse customer base. For example, one client might require fm24 to run an IT helpdesk whereas another client may need a help desk focused entirely on health and safety.
fm24 operates 40 different queues, for more than 20 clients which is a very unusual set-up for a modestly-sized help desk. However, the close collaboration between SCS, its contact centre partner Puzzel and fm24 has been, and continues to be vital to implementing such a complex business model.
Mr Memedovic continued, “The biggest benefit of using SCS and Puzzel is the introduction of skills based routing. Today, Puzzel’s skills based routing means that at all times calls are automatically routed to the agent with the most appropriate knowledge and experience. They are also helped by a screen pop-up that identifies which client is calling, enabling an agent to provide a highly personalised greeting and enhanced customer experience from beginning to end.”
fm24 plans to build on the initial success of the Puzzel implementation and relationship with SCS. Next on the horizon is exploring the integration with Microsoft Exchange that will bring together voice and email interactions into unified client queues.
Børge Astrup, CEO of Puzzel concluded, “Dynamic organisations like fm24 are using our innovative technology to support their constantly changing, often complex contact centre environments. The inbuilt intelligence of our technology, when combined with skills based routing, saves time and empowers agents, the very heart of any help desk business, to deliver a personal, highly satisfactory service to customers. Working with our partner Strategic Communications Services is fundamental to ensuring that the service delivers the required business and operational benefits.”