Cheshire East Council wanted to improve the level of service being provided to the Public and felt that by giving agents instant access to the information available from both their telephone system and from the QueueBuster service would result in a reduction in (negative) call abandonment, along with a reduction in call waiting time and improvements in service levels and in agent motivation. An additional driver was to alleviate the pressure endured by the management team by having to manage the team at a very low level, ensuring that staff are aware of calls waiting and managing when breaks / lunch are taken in the light of calls waiting. Without this information or micro management staff may go for breaks when there are calls waiting and be available whilst there is a dip in demand. This meant that the supervisory staff were not able to focus on the other side of the roles looking at ways to improve the performance and moral within the contact centre.

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With Consolidated net profit of EUR 269.4 million in 2003, Achmea Holding NV(ACHMEA)'s principal activity is of a co-operative insurance group, offering a full range of insurance and related banking services and making use of all major distribution channels available. AVBC's operating insurance companies are, organisationally, combined in AV Verzekeringen in Leeuwarden , Centraal Beheer in Apeldoorn and Zilveren Kruis non-life/life in Noordwijk. http://www.achmea.nl

Achmea contacted SJS at the end of 2004, they wanted a non-training intensive Reporting Tool for 6 of their key Call Centres in Holland and felt the Optymyse RT product could be tailored to meet their needs.

A project to adjust Optymyse RT so it met ALL of the needs of the Achmea business took place. Once complete SJS attended the Achmea Head Office in Apeldoorn (Holland) and installed the first Optymyse RT server, leaving the installation of the other 5 in the capable hands of the Achmea engineers.

Since installation in 2004 Achmea have requested more changes to their special version of Optymyse RT, plus we have installed SJS designed Intelligent Buffer and UPS devices that ensure PBX data is always safe no matter what Hardware or Network failures occur.

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After key IT personnel at the FedEx European Head Quarters in France saw how simple and cost effective the Optymyse RT product was, we started to talk about how best to meet the needs of this multi-site organisation.

It soon became clear that FedEx would need something more than stand-alone Optymyse RT installations at each of their locations. Instead SJS set to work creating a Centralised solution providing local Call Centre Statistics (real-time and historic) plus centralised data for use by senior managers.

After testing different hardware options FedEx have now been provided with more cost effective data transfer devices that are used to send PBX data to a newly created Optymyse RT Data Warehouse. This project has now been completed making the Optymyse RT (Centralisation) product available to other multi-site organisations.

FedEx now use a modified version of Optymyse RT in 2 locations in France, Germany, UK, India and Dubai.

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In 2001 SJS Solutions started discussions with Express carrier TNT. The objective was to create a TNT specific Call Centre Forecasting Software TNT could add to their already extensive set of Performance Management Software.

SJS was contacted by Head of Customer services at the TNT Head Office in Holland and were asked to pitch its capabilities to TNT Management. Frustrated with the ridged nature of Off-the-shelf software and its vendors, and impressed by the flexibility of SJS, our personal approach and our ability to project manage we were asked to provide a detailed proposal.

After illustrating our desire to listen and understand prior to making any assumptions plus our flexibility and passion for bespoke solutions we were appointed the task of developing a browser-based Forecasting System specifically for TNT. TNT now has an SJS developed forecasting and budgeting system designed using TNT processes and procedures as its foundation available for use 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.

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