Case Studies

When Link Financial (Link), a major European finance house that relies on the telephone to support customers and provide first-class service, was evaluating the acquisition of BCMGlobal (BCM), a European loan servicer, it needed support. It called us in at MBR-UK to evaluate and understand how BCM’s systems operated and integrated with telephony. Link wanted to understand in detail what was in place and, more importantly, to know what was needed to successfully fulfil the

An international financial institution, operating in nine European countries, had found a unified comms solution for its 900 staff. The plan was to move from its mixture of legacy on-premise and cloud PBXs to an 8×8 cloud-based UCaaS platform within a Citrix virtual desktop infrastructure. Earlier attempts to migrate UK locations had not gone so well, and the teams at those locations had lost a little faith in the new technology. Since the institution relies

Enabling a retail business to realise business targets with innovative solutions in record time A retail business was eager to generate early sales by opening stores quickly and trading immediately. It did not want to wait for the installation of physical telephony services. The challenge was to develop and prove a concept for a cost-effective, telecoms and data solution with the capability for instant deployment. By bringing in all the technical teams early, I achieved

Creating a multi-million-turnover unified-comms business A complex project to create a new revenue source – a multi-million-turnover unified-comms operation – for an established mobile telephony business. The project required a new supplier-compatible billing platform and a full technical and support team. It also needed buy-in from the existing business to facilitate cross-selling. By 2021, the operation was generating over £3m a year and accounted for more than 30% of the business’s turnover. Customer-service levels across

Working to tight timescales and in the face of animosity from the outgoing supplier. A social housing charity needed to set up a new WAN with a larger capacity together with a new voice network and contact centre. The challenge was to do it without any downtime and before the current supplier’s contract ended. By pulling all stakeholders – multiple suppliers and the internal team – together, I made sure that everyone understood what was

Upgrade of a well know insurance company’s 0845 numbers to meet a timescale set by OFCOM A household name in the insurance industry had to upgrade its 0845 numbers to meet a regulatory timescale set by OFCOM. This project was complicated by the fact that multiple departments used these numbers. To achieve success, all of them had to be brought on board. For efficiency, we broke the project down into phases aligned with business priorities.

Upgrade of existing unified comms voice platform to new omni-channel solution, and the creation of a contact centre for both UK and South African operations. A UK energy company wanted to upgrade its existing unified comms voice platform to an omni-channel solution and create a single contact centre for its UK and South African operations. I had to complete the entire project within three months to generate the business benefits at speed. In this case,

Deployment of a new cost-saving WAN to support the installation of a new unified comms voice network, on time, without any downtime or loss of business. An enterprise business with a wide range of activities wanted to deploy a new cost-saving WAN that would support a new unified voice network. The challenge was to develop the new system to run in parallel with the existing one without any disruption to the business, and to complete