Tahbilk Winery fortify customer service with a Premier cloud contact centre transformation

CUSTOMER SUCCESS STORY

Tahbilk Winery fortify customer service with a Premier cloud contact centre transformation

Established in 1860 in the scenic Nagambie Lakes district of central Victoria, Tahbilk is one of Australia’s most historic and beautiful wineries. The family-owned winery covers over 1,200 hectares of rich river flat property alongside the Goulburn River, which has produced exceptional quality wines for generations and is a memorable escape for its many visitors.

The situation

Having a longstanding reputation for its product, Tahbilk wanted to capitalise on increased customer demand and drive sales through their wine club member program, initially engaging an external provider to handle outbound sales calls. However, after trialing the external telesales company they were unsatisfied with the results so decided to develop in-house capabilities to generate the sales growth their business demanded.

Premier’s response

Premier was brought in to rectify the situation and provide Tahbilk with the tools to get their outbound sales on the right path. This project included: 

  • Deployed Premier’s Cloud Contact Centre dialler solution to maximise outbound telesales performance and enable these to run successfully in-house 
  • Implemented class-leading reporting for outbound campaigns to deliver greater visibility and understanding of call performance and campaign sales results
  • Provided reliable and effective support by an Australian-based team of experts with decades of experience.

Outcomes

  • The Contact Centre is now a successful internal operation for the winery that is delivering sales growth 
  • Over 20% of direct consumer business now comes from Contact Centre operations 
  • Receive expert support from Premier, enabling regular updates, system improvements and consultancy to continue to enhance the performance of outbound sales campaigns.
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“Tahbilk’s involvement with Premier Contact Point began in 2014 when we decided to start and run an internal Contact Centre operation. We now see over 20% of our direct to consumer business coming from our Contact Centre operation with Premier’s software and support critical in achieving and growing that base. I could not speak more highly of the Premier team, and I look forward to our partnership continuing into the future.”
Geoff Hamence
Contact Centre Operations Manager, Tahbilk Winery

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Royans bring roadside assist service in-house to deliver exceptional customer service

CUSTOMER SUCCESS STORY

Royans bring roadside assist service in-house to deliver exceptional customer service with Premier Contact Point

As Australia’s No.1 choice for commercial vehicle repairs for over 78 years, Royans have grown to become the region’s largest commercial vehicle accident repair network with branches across Australia and New Zealand. Royans prides itself on delivering reliable and experienced 24/7 end-to-end support, alongside exceptional customer service.

The situation

While Royans roadside support was available around the clock, and their experience with commercial vehicles was unparalleled, their customer service relied on outsourced providers.

Royans’ focus on quality and exceptional customer service, led management to the decision to bring their 24/7 roadside assist call centre service in-house. This transformation required a change in technology that needed to be intuitive and easy to configure and supported by an Australian-based team of experts to guide staff through this transition.

Premier’s response

  • Deployed Premier’s highly-available Cloud Contact Centre solution to tackle 24/7 customer support in-house successfully
  • Enabled after-hours phone support service for all roadside assistance requests
  • On-site onboarding and training were provided to get the in-house team adept at handling operations
  • Implemented class-leading reporting for greater visibility of call volumes, wait times and overall contact centre support quality.

Outcomes

  • The call centre is now a successful internal operation for Royans Group
  • Easy-to-use and intuitive tools to manage 24/7 customer support, including after-hours emergency calls
  • Call quality and queues are monitored with ease enabling service quality consistency and continuous improvement
  • Call centre staff are able to log in and work effectively from any device and from any location with a web browser and internet connection
  • Reliable and consistent support is now provided by an Australian-based team of experts with decades of experience.
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What our customer say

“I would like to sincerely thank the team at Premier for their help and support throughout the project. We were always kept updated on the project’s status, with weekly progress reports and regular correspondence, right through to the first day of operations. This level of consistent communication and visibility over the project, as well as the onsite training for our operators on the system, was invaluable to our business. We are also very happy with the flexibility Premier Contact Point offers our call centre team, particularly because the system allows our staff to log in at different locations to receive calls when required.”
Garry Woodcock
Group Compliance Manager, Royans Group

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Overcoming pandemics, borders & boundaries with Premier Contact Point

Case Study

Overcoming pandemics, borders & boundaries with Premier Contact Point

tweed shire council logo round

Today, more than 94,000 people call the Tweed home, and the council delivers more than 50 services to them while also being one of the Tweed’s largest employers, with an annual budget of $192 million.

That is a LOT to manage, and customer experience is paramount for the busy council team to deliver day in and day out. 

This case study outlines the challenges Tweed Council had to overcome with the onset of the COVID pandemic and how Premier Contact Point provided the solution for them to survive and thrive in these testing times.

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The situation

Being the largest Council in the Northern Rivers comes with its fair share of challenges. Those challenges only further increased after the pandemic as the Council had to adapt to working from home, especially being so close to the state border and having employees living on both sides. 

“We were receiving a higher volume of calls directly through the contact centre. That meant we also needed to move with the times and not expect that everybody had the time to pick up the phone and speak to somebody. To deal with that, we needed advanced technological features.”
Anthony Morton
Customer Service Leader, Tweed Shire Council
“Implementing Premier Contact Point was stress-free. Premier’s project manager kept us informed each step of the way, and the onsite training was very effective. The ongoing support from Premier’s service desk team is excellent as they’re always available to assist with any system changes or answer our questions. They made us feel heard and valued.”
Anthony Morton
Customer Service Leader, Tweed Shire Council

Premier's solution

  • Implementation and on-boarding of enterprise-grade cloud solution 
  • Accessibility and efficiency enhancements, including the use of intuitive configuration tools
  • Callflow and queue announcement management
  • Agent auto-answer functionality and multi-tiered disposition codes.
  • Implemented an omnichannel agent desktop to manage inbound voice and digital conversations in one intuitive platform.

Bayside Council roll-out Premier Contact Point for continued community commitment

CUSTOMER SUCCESS STORY

Bayside Council roll-out Premier Contact Point for continued community commitment

Bayside Council, south of Sydney’s CBD, represents and services a bustling multicultural community of over 180,000 residents, businesses and visitors. Their mission is to provide leadership in the community, assisting them to identify, articulate and achieve community and social goals.

The situation

Council was preparing to migrate from its on-premise PABX to a hosted instance of Microsoft Skype for Business (SfB) and needed an enterprise grade, cloud contact centre solution that could be easily integrated with SfB as well as Microsoft Teams for future requirements.

Furthermore, Council needed access to significantly better reporting tools because the previous system only included basic reports that fell well short on their requirements.

Premier’s response

Premier was awarded the tender to implement their enterprise grade cloud contact centre solution to enable Council to deliver on their community’s daily support demands.

The solution easily integrated with Council’s existing SfB and Microsoft Teams applications and through continued use has proven to be scalable, reliable and user friendly. Access to enhanced analytics has also assured Council’s ability to continue to successfully deliver community support and services.

Outcomes

  • Once on-boarded to Premier Contact Point, contact centre staff experienced improved customer satisfaction scores.
  • Configurable BI reports and dashboards provided powerful real-time and historical reporting to management.
  • Enhanced engagement of customer service staff and an uplift in overall performance and efficiency of inbound call handling.
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What our customer say

“Bayside Council implemented the Premier Contact Point solution in late 2018. The solution provided has enabled Council to improve our service to the customer and better monitor performance through data analytics and dashboards. The agile solution allows us to pre-plan and respond to peak workload periods. The Premier team were very supportive during and post-implementation. Any challenges that arise, the team are responsive in working with Council to address and resolve the issue quickly.”
Bobby Mayne
Manager Customer Experience, Bayside Council

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Geelong Football Club kick their customer service goals with Premier Contact Point

CUSTOMER SUCCESS STORY

Geelong Football Club kick their customer service goals with Premier Contact Point

The Geelong Football Club is an Australian sporting institution. Formed in 1859, they are one of the oldest operating AFL clubs. With over 60,000 members, the popular club represents a long history of generational success and a championship pedigree.

The situation

The club was challenged by massive bursts of member calls, particularly around finals and membership renewal season. 

Their on-premise contact centre technology was not able to easily scale to handle the volume of calls. This meant they had no idea how many calls they were missing. Nor was the club able to provide additional contact channels like web chat to ease the burden on call queues.

Premier’s response

The Premier Contact Point Avalanche IVR was implemented to instantly scale in response to significant spikes in inbound call volumes. Callers were told about longer than usual queue wait times and were provided with options on how to get in touch with member services. 

These options included directing callers to the club’s website to request a callback, or engage a member services agent via webchat. 

Premier’s no-code, real-time and historic BI reporting tools were also deployed to improve overall customer experience and better
manage agent rostering.

Outcomes

  • Customer experience improved with more members being connected with agents, resulting in a significant reduction in unhappy members who previously experienced an engaged signal for hours on end.
  • Premier’s Insights Manager provided transparency into call volumes and arrival patterns enabling management to engage in forward resource planning.
  • The cloud solution supported by local contact centre experts helped eliminate the need for the club’s IT team to manage on-premise hardware.
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What our customer say

“...we have seen a significant change in customer service to our thousands of club members and supporters... We now just can’t imagine working without it.”
Lauren Wall
Customer Experience Team Leader, Geelong Cats

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Tweed Shire Council future-proof their A+ CX delivery with Premier Contact Point

CUSTOMER SUCCESS STORY

Tweed Shire Council future-proof their A+ CX delivery with Premier Contact Point

Based in the Northern Rivers region of northern NSW, Tweed Shire Council delivers over 50 services to a rapidly growing community. Working with community and partners, Council provides leadership in facilitating and delivering services that manage growth sustainably.

The situation

Tweed Shire Council needed to upgrade its aged system which lacked the required functionality to deliver outstanding community support and customer service. 

They also needed a solution that could scale alongside their growing region and minimise any growing pains for their staff or customers during the pandemic and into the future.

Premier’s response

Premier implemented their enterprise-grade cloud solution to streamline Council’s contact centre requirements and improve their overall staff and customer experience.

Accessibility and efficiency enhancements included the use of intuitive configuration tools enabling the Council to manage its own call flows and queue announcements, agent auto-answer functionality and multi-tiered disposition codes.

By implementing an omnichannel agent desktop Premier made it easy for Council to manage inbound voice and digital conversations in one intuitive platform.

Outcomes

  • Once on-boarded to Premier Contact Point, contact centre staff experienced improved customer satisfaction scores.
  • Improved call queue functionality helped to reduce queue wait times, and calls being routed to the right staff member.
  • A reduction in abandoned calls was also achieved via our auto-call feature, reducing the time it took for agents to answer calls.
  • Overall, Council has been able to transform customer engagement while reducing their contact centre cost and complexity.
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What our customer say

“The ongoing support from Premier’s service desk team is excellent as they’re always available to assist with any system changes or answer our questions. They made us feel heard and valued. They treated us and continue to treat us as highly and respectfully as they would some of their larger clients. This for us has been invaluable and has made Tweed Shire Council a great fan.”
Anthony Morton
Customer Service Leader, Tweed Shire Council

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

CUSTOMER SUCCESS STORY

Premier Contact Point deliver a rapid digital customer support transformation for an international charity organisation

A leading global charity approached Premier Contact Point for urgent resolution of issues with their network and customer service functions. The organisation provides charitable support services for society’s most vulnerable and fights for justice and equality in Australia and worldwide.

The situation

The enormous reach of the organisation led to a large influx in calls, resulting in dropouts and abandoned calls. Their existing system, and a newly purchased system proved inadequate to meet these growing expectations and requirements. These issues escalated and put the organisation at risk of losing Government funding.

Premier’s response

Premier Contact Point got right to work with rapid on-boarding and configuration projects completed in less than two weeks. Primary goals achieved included:

  • Set up custom call routing to alleviate call dropouts 
  • Completed testing and training in an accelerated three-day period 
  • Rolled out advanced cloud features and functions, including IVR, call recording and skills-based routing.

Outcomes

  • The number of abandoned calls and dropouts reduced, so the organisation retained Government funding. 
  • Productivity and CX improved with the newly provided system functionality. 
  • The organisation remained on the system beyond the planned six month period due to ease of use, CX and efficiency gains.
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Is your organisation gearing up for a CX Transformation project? Book a discovery session

Book your 30-minute discovery session

Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
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Aurora Energy powers up their CX with a Premier cloud contact centre transformation

CUSTOMER SUCCESS STORY

Aurora Energy powers up their CX with a Premier cloud contact centre transformation

Aurora Energy is the retail arm of the Hydro-Electric Commission, which has sold and distributed energy to the Tasmanian community since 1998. Aurora’s core mission of providing energy and serving its community has led to significant growth and a strong focus on customer service innovations.

The situation

Aurora Energy needed to upgrade an aged system to continue its longstanding objective of delivering customer-centric services. Their search centered on a scalable, best-in-class omnichannel solution integrated with workforce management to help their customer service staff to provide efficient CX-focused support and minimise future growing pains.

Premier’s response

Premier Contact Point’s consultative approach and applying best practice to optimise business outcomes aided Aurora Energy achieve their primary goals including:

  • A cloud contact centre solution that could easily scale to meet on-demand requirements Blended inbound and outbound dialler calls and omnichannel queueing functionality
  • Integration with a leading WFM solution to assist in forecasting and a global billing system to facilitate accounts payable collections
  • An Australian based service desk team able to provide high touch, responsive support.

Outcomes

  • Customers and contact centre staff reported high levels of satisfaction rates after Premier’s solution has been implemented.
  • Class leading real-time and BI reporting tools provided managers with actionable insights, which enabled the delivery of improved customer experience and identified areas for significant agent productivity gains.
  • Overall, Premier Contact Point facilitated Aurora’s customer service and accounts payable teams to deliver streamlined services and customer support.
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What our customer say

“The communication has been pretty good from Premier. With our relationship with our program manager Tim, we know we’ve got a direct conduit in there that you can rely upon. That is where the trust to work with Premier has been built, through our relationship. Along with this, the transparency in operations has been very helpful...”
Andrew Wilson
Process Delivery Lead, Aurora Energy

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Here’s what we’ll cover: 

  • Review of your current solutions to identify potential opportunity gaps 
  • A walk-through of the most relevant aspects of Premier contact point for your organisation 
  • Action plan to migrate to Premier Contact Point
Book your session today