Space to improve customer satisfaction
Qualis Management is a facilities management company, and as part of the Qualis Group, is responsible for more than 6,000 homes. It carries out day to day repairs, planned maintenance and emergency repair services for tenants renting their homes from Epping Forest District Council (EFDC).
Qualis Management required a call centre solution which would improve customer satisfaction. As the company is continually looking at ways which it can innovate through technology to improve services for customers, it needed a call centre solution that was not only low risk but had the flexibility to expand and evolve the service as the Group grew.
The team at Digital Space worked around the clock to ensure Amazon Connect was deployed efficiently and quickly. This included having weekly check-ins and providing expertise and support to all members of the Qualis Management team.
As a result, the entire solution was implemented in just two months enabling Qualis Management to go live with the solution in January 2022.
Highlights
Amazon Connect
Enabled simplicity, security and quality control.
Minimal disruption
Call centre remained operational throughout project.
Two months
Amazon Connect implemented in record time.
Service improvement
Features include call recording, live calls, reporting and analytics.
“Working with Digital Space, we have been really impressed with how quickly they have understood exactly what we’ve needed and deployed the new system as well as how easy it is for our agents to switch over.
The system is very cost effective, allowing us to add additional line capacity and agents free of charge, with savings passed onto us as Amazon Connect continues to drive down its costs.”
Ben Johnson
Managing Director
of Qualis Management
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