After illustrating our desire to listen and understand prior to making any assumptions or starting development work, our flexibility and passion for bespoke solutions we were appointed the task of developing a browser-based Forecasting System specifically for TNT. The SJS developed forecasting and budgeting system designed using TNT processes and procedures is used by Call Centre Management across the globe. TNT's unique Forecasting Software continues to grow, improve and integrate into their other systems.

“SJS Solutions have a unique blend of business experience and high-level technical expertise; they were quick to understand our quite complex business and soon came up with a solution that has so far gone the extra step. Not only do they focus their efforts on creating a solution that pleases the Head Office Management Team, they also understand the importance of the end users in over 100 countries that will use the system they create. SJS Solutions leave us to focus on what we are good at; Keeping customers happy and getting parcels delivered on time, they are extremely resourceful and I highly recommend them.”
Chris Goossens, Customer Services Director, TNT Express HO Holland.

To read our Case Study click here...

After key IT personnel at the FedEx European Head Quarters in France experienced the ease-of-use and understood the cost effectiveness of SJS Solutions Optymyse RT Reporting Software was, SJS started to work on a centralsed version of Optymyse RT that would meet the needs of FedEx and centralise PBX data over several sites across Europe and the Mid East.

After testing different hardware options FedEx have now been provided with simple, cheaper data transfer devices that are used to send PBX data to a newly created Optymyse RT Data Warehouse. By providing total flexibility SJS have been able to take tried and tested technology and apply it in a way that suits the FedEx infrastructure.

“The product gave us 90% of what we needed but we wanted an instant data feed from each location into one central server so we could analyse data centrally as well as per location, plus we needed some extra features, all of which SJS were happy to develop”

To read our Case Study click here...

“At Cheshire County Council we are committed to providing the highest levels of customer service, however, despite our agents being highly professional it has been difficult for them to appreciate the impact they can personally have on customer experience and key performance indicators. The new SJS Wallboards give our agents an instant view of how well our contact centre is performing, plus shows the impact our agents can have by making small changes to their working behaviour.

We short listed three wallboard suppliers and scored them on a combination of price and quality. SJS easily out-scored their completion by offering a slick, flexible solution which was developed to meet our specific needs for only a small premium over their standard AVAYA wallboard product.

Our management team have been genuinely surprised at how versatile the system is and in particular how easy it is to change the information being displayed on the wallboards without any need to contact SJS. SJS have been able to develop a solution that does exactly what we want it to.

To improve communication we make extensive use of the scrolling message function. Whereas previously we had to send an email to agents, and then prompt agents to read them, agents are now able to see important messages at a glance. Everyone can see all of the screens therefore creating some friendly and constructive rivalry.

As a direct result of the wallboards, call wait times have been reduced by over 50% with significant improvements in other service levels.

We would like to extend a big thank you to the SJS team, their attitude; professionalism and flexibility have made this project a real success“

Cheryl Parsons, Contact Centre Manager, Cheshire County Council
http://www.cheshireeast.gov.uk

SJS Products / Software used: AVAYA Wallboard Solution

Press Release: Cheshire County Council reduce call wait times by over 50%

Case Study: Cheshire East Council Case Study PDF

When HRG needed Contact Centre Reporting at their Bristol office they contacted SJS Solutions. SJS quickly installed Optymyse RT (state of the art ACD Reporting) plus 4 LCD screens displaying Real-Time information throughout the HRG Contact Centre.

“SJS were really quick and within a week of ordering the system they had the screens and ACD Reporting installed. Thanks to Optymyse RT we have much better control over our KPI’s, in the first 3 months after installation we increased our service level performance by over 37%. Initially the wall-mounted screens created a little tension within the agents but after a few weeks the agents soon started to use the REAL-TIME data to self- manage and motivation has definitely improved. Now I barely have to talk to the agents about calls holding and our service level rarely goes below 90%. Because Optymyse RT is so easy to use it saves me so much time. The system allows me to quickly analyse detailed historic data, plus I can schedule reports that are automatically e-mailed to any member of staff and I can quickly create reports for my client.

SJS have provided us with an excellent service and are always prompt to respond to any of our questions or requests for tailoring.‘
Rachel Ball, Manager, HRG.

http://www.hrgworldwide.com

“Any Agent, Supervisor or Manager can see exactly how well we are servicing our clients by either looking at a wallboard or by going to a special web-page where team results are constantly updated. The screens update every 2 seconds and really help motivate agents while making life a lot easier for our Supervisors and Managers. The response from visitors has been fantastic, everyone is impressed with what SJS have done and we are over the moon with the visual impact it has on our centre!”

http://www.gcldirect.co.uk

“After talking with a few traditional Call Centre Walboard suppliers it became clear that we needed to find a company which not only had Wallboard expertise but a company which could offer us a far greater level of flexibility. SJS Solutions understood our needs and were happy to invest the time in understanding our business and the Noble Systems CRM system, they quickly created an attractive, Wallboard solution based on our specifications. SJS hardware was small and easy to install, the level support and flexibility they provided was outstanding.

“The results are stunning, we have 10 large flat-screens all displaying key Campaign data plus a graphical illustration that allows our managers to quickly identify agent status, plus SJS has created a browser-based campaign summary that can be instantly accessed from any PC on our network. Thanks to SJS not only do we now complete performance data transparency, performance standards have improved and we are providing an even better service to our clients. A big thanks to the SJS development and management team.”
Paul Jones, Managing Director , 1CallDirect

http://www.1calldirect.com/

“After installing traditional LED wallboards at our contact centre in Bristol we soon realised that although they were easy to see and understand we required a more flexible solution. We contacted our ShoreTel distributor Solar Communications and they quickly arranged for wallboard experts SJS Solutions to develop a ShoreTel specific wallboard solution which would connect seamlessly to the ShoreTel Contact Centre Suite and feed real-time & required rolling historic data to Plasma or LCD TVs. The new ShoreTel wallboard solution created by SJS Solutions is excellent, it allows us to change label names, screen format and send instant scrolling messages to the 4 large plasma screens we now have installed.

“SJS were very quick to put the solution together and we are very pleased with the way the wallboards perform plus the way they enhance the professionalism of our contact centre.”
Julian D’Alberti, IT Support Manager, Brightside Group plc

http://www.brightside.co.uk/