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Case study: Laser Learning


Laser Learning

Download case study PDFAbout the client:

Laser Learning provides an e-portfolio system with embedded online interactive learning courses to colleges and training providers in the UK and beyond. Tried and tested by over ten thousand learners, the award-winning Laser system has been heralded as an enormous success. Learners are afforded the flexibility to work at a time and a place that suits them and at a pace that they control. It comes as no surprise therefore that the Laser is being praised by colleges, training companies and learners alike as the way forward for training in the 21st century.

Business need:

Laser Learning need to be able to offer 24/7 support to their wide range of customers, even when their offices are closed. For Laser Learning a voicemail system for out of hours calls simply did not offer the access, responsiveness and customer care that the team felt that their customers need and deserve.

Solution:

Chris “Ziggi” Paul, Head of IT at Laser Learning approached Evoke Telecom to see if they had any ideas as to how he might be able to offer better levels of contactability and support when his offices were closed. Together we explored the combination of a friendly and memorable local number connecting into the flexibility of an “Inbound” telephony platform. With the ability to pre-program, manage diversion & call direction remotely, plus “whisper prompt” announcing incoming business calls, we all felt that we had a solution to meet the out of hours remote and mobility
needs for the Laser Learning team.

Benefits

Inbound from Evoke Telecom has enabled Laser Learning to always be contactable when their customers urgently need support. Including when the
main offices are closed.

The team have been able to obtain a memorable local telephone number and pre program their “Inbound” administration portal to suit their normal plans for out of hours contactability. This means that with no further management action they have their out of hours number diverted and delivered to designated team members in line with normal out of hours cover plans.

When they choose to change those plans they are able to redirect or reassign the diversion of their number to meet team availability and needs, instantly and remotely without fuss or delay.

They are also able to divert to landlines, home telephones, even mobile telephones to ensure that any incoming out of hours calls can follow key members of staff no matter where they are. With the additional functionality of “one to many” Laser Learning also have the ability should they need, to deliver their inbound calls to several numbers or team members simultaneously.

The final winning benefit was of course the cost. With a small monthly access charge and then low pence per minute costs for any calls that might come in, “Inbound” from Evoke Telecom is proving to be a highly cost effective solution of choice for Laser Learning.

Verdict:

“Evoke provided a solution that not only met our requirements but exceed them, enabling us to move our client support to the next level. They delivered the solution faster and at a lower cost than anticipated and helped us see the great potential of modern day telecoms. We are extremely pleased with the service Evoke provided to get this project off the ground so quickly. I wish I has gone to Evoke earlier rather than waste
my time with larger service providers that just wanted to push their own limited product range.”
Chris “Ziggi” Paul – Head of IT, Laser Learning
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