Member Article

Findel transforms customer experience with IPI’s Contact Centre as a Service solution

IPI, the Contact Centre specialist and solutions provider, has announced that educational resources supplier Findel has successfully migrated its entire Customer Service operations to IPI’s pioneering cloud-based solution, ElasticCX CCaaS. The Contact Centre as a Service (CCaaS) solution, which went live in March 2023, has enabled Findel to take a significant leap forward in its customer support capabilities, as it can now manage omnichannel customer communications from a single, flexible and scalable platform.

IPI and Findel have been working together since 2019. In 2020, the Contact Centre specialist helped Findel spin up a temporary cloud-based solution so it could continue its important work during the Covid lockdowns.

In 2023, with Findel’s on-premise solution nearing end-of-life, the company decided to move to a permanent cloud-based solution. Findel selected IPI’s ElasticCX CCaaS for its enterprise-grade features, extensive API-led integration capabilities and ease of use. Offering increased automation, a range of self-service options, chatbot and voice bot capabilities, advanced reporting, and seamless integrations with Workforce Engagement Management (WEM), HR, CRM and BI systems, Findel has been able to tailor the ElasticCX CCaaS solution to meet its specific needs.

The migration was undertaken as part of Findel’s continued commitment to delivering service excellence. Today, the company has a Net Promoter Score (NPS) of more than 80 and a Trustpilot average of 4.7.

“IPI’s deep understanding of our business objectives, together with its feature-rich ElasticCX CCaaS solution, had an immediate impact on the experience of our customers and agents alike, contributing to our industry-leading NPS and Trustpilot scores,” said Zoe Reuter, CX Director at Findel. “As an educational resource supplier, our customers in the main are schools and nurseries, which are often over-stretched and under-resourced. It is important that they have flexibility over how they interact with our Customer Support teams, and that we respond to all enquiries quickly and efficiently, helping us create even stronger relationships.”

Findel’s origins as an educational resources supplier can be traced back to 1817. Today, the company’s brands and websites offer more than 32,000 products to educators and parents based in the UK and overseas with the business exporting to 130 countries.

In October 2023, Findel’s customer service offering – underpinned by IPI – was recognised by the UK Customer Experience Awards in the ‘Customers at the heart of everything’ category.

“Findel is an award-winning example of a company which truly understands what its customers and employees want, and never rests on its laurels when it comes to delivering excellent service,” said Louise Forgan, Account Director at IPI. “Its move to ElasticCX CCaaS hasn’t just improved the experience of its agents and the educational settings it supplies; it has also enabled Findel to future-proof its operations with a customisable platform which makes it easy to add innovative features.”

This was posted in Bdaily's Members' News section by P Adams .