Vonage Case Studies Revolutionizing Talent Management Service: A Case Study of CEB SHL Talent Services and Vonage Contact Center

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	Revolutionizing Talent Management Service: A Case Study of CEB SHL Talent Services and Vonage Contact Center Vonage

Revolutionizing Talent Management Service: A Case Study of CEB SHL Talent Services and Vonage Contact Center

Vonage

Technology Category	Infrastructure as a Service (IaaS) - Cloud Computing Infrastructure as a Service (IaaS) - Cloud Databases
Applicable Functions	Maintenance Sales & Marketing
Use Cases	Speech Recognition Time Sensitive Networking
Services	Cloud Planning, Design & Implementation Services System Integration
Challenge	CEB SHL Talent Services, a global provider of behavioral and ability assessment tools, was facing significant challenges with its service desks in over 20 offices. The operation of these service desks was not only expensive but also made it difficult to deliver excellent customer experiences. The lack of an analytical reporting mechanism further complicated the evaluation of operational effectiveness. The company was also struggling with the issue of having too few call handlers in many offices, making it commercially unviable to maintain the status quo. The challenge was to restructure costs, re-evaluate service standards, and bring the service desk offering in-house to ensure consistent support and optimize efficiency. Read More
About Customer	CEB SHL Talent Services is a global provider of behavioral and ability assessment tools and services. The company operates in more than 50 countries and offers its services in 30 languages. SHL aims to transform its customer experience and increase efficiency. The company was looking for a solution that could help it consolidate its service desks, reduce operational costs, and improve customer experiences. It also wanted a solution that could integrate seamlessly with its existing Salesforce CRM system and provide an analytical reporting mechanism to evaluate operational effectiveness. Read More
Solution	SHL decided to consolidate its service desks from multiple, fragmented environments to just three locations: Stockholm, the UK, and the U.S. The company chose Vonage's cloud-based contact center technology, which integrates seamlessly with SHL's Salesforce CRM system. This allowed SHL to run its entire inbound sales and customer service business using lean hosted technology. The Vonage platform, an enterprise-class contact center, was delivered via a true cloud model and integrated telephony to Salesforce CRM, the backbone of SHL's customer relationship management strategy. The implementation of this hosted contact center used a remote cloud-based telephony system to provide the links and call plan intelligence between the caller and agent, eliminating the need for additional capital expenditure. Read More Log in to view content
Contents

Technology Category

Infrastructure as a Service (IaaS) - Cloud Computing

Infrastructure as a Service (IaaS) - Cloud Databases

Applicable Functions

Maintenance

Sales & Marketing

Use Cases

Speech Recognition

Time Sensitive Networking

Services

Cloud Planning, Design & Implementation Services

System Integration

Challenge

CEB SHL Talent Services, a global provider of behavioral and ability assessment tools, was facing significant challenges with its service desks in over 20 offices. The operation of these service desks was not only expensive but also made it difficult to deliver excellent customer experiences. The lack of an analytical reporting mechanism further complicated the evaluation of operational effectiveness. The company was also struggling with the issue of having too few call handlers in many offices, making it commercially unviable to maintain the status quo. The challenge was to restructure costs, re-evaluate service standards, and bring the service desk offering in-house to ensure consistent support and optimize efficiency.

About Customer

CEB SHL Talent Services is a global provider of behavioral and ability assessment tools and services. The company operates in more than 50 countries and offers its services in 30 languages. SHL aims to transform its customer experience and increase efficiency. The company was looking for a solution that could help it consolidate its service desks, reduce operational costs, and improve customer experiences. It also wanted a solution that could integrate seamlessly with its existing Salesforce CRM system and provide an analytical reporting mechanism to evaluate operational effectiveness.

Solution

SHL decided to consolidate its service desks from multiple, fragmented environments to just three locations: Stockholm, the UK, and the U.S. The company chose Vonage's cloud-based contact center technology, which integrates seamlessly with SHL's Salesforce CRM system. This allowed SHL to run its entire inbound sales and customer service business using lean hosted technology. The Vonage platform, an enterprise-class contact center, was delivered via a true cloud model and integrated telephony to Salesforce CRM, the backbone of SHL's customer relationship management strategy. The implementation of this hosted contact center used a remote cloud-based telephony system to provide the links and call plan intelligence between the caller and agent, eliminating the need for additional capital expenditure.

Impact #1	The implementation of Vonage's cloud-based contact center technology has significantly improved SHL's operational efficiency and customer experience. The system provides SHL agents with access to a unified, comprehensive source of customer communication, enabling them to manage calls and view all contacts, accounts, leads, opportunities, and cases from a single interface. The system also uses customer data held in Salesforce to intelligently route calls to the most appropriate agent or team, improving the caller experience. Moreover, the cloud-based, multi-tenant approach allows SHL agents to log on and take calls from anywhere in the world, provided they have internet access. This feature proved particularly useful during the UK snow storms in 2010 when many agents were housebound but could still handle calls remotely as if they were in the office.

Impact #1

The implementation of Vonage's cloud-based contact center technology has significantly improved SHL's operational efficiency and customer experience. The system provides SHL agents with access to a unified, comprehensive source of customer communication, enabling them to manage calls and view all contacts, accounts, leads, opportunities, and cases from a single interface. The system also uses customer data held in Salesforce to intelligently route calls to the most appropriate agent or team, improving the caller experience. Moreover, the cloud-based, multi-tenant approach allows SHL agents to log on and take calls from anywhere in the world, provided they have internet access. This feature proved particularly useful during the UK snow storms in 2010 when many agents were housebound but could still handle calls remotely as if they were in the office.

Benefit #1	Increased customer satisfaction from 3.95 to 4.5 (on a scale of 1-5)
Benefit #2	Achieved 95% first time resolution
Benefit #3	Reduced average call time by 15 seconds for its annual 124,000 calls

Benefit #1

Increased customer satisfaction from 3.95 to 4.5 (on a scale of 1-5)

Benefit #2

Achieved 95% first time resolution

Benefit #3

Reduced average call time by 15 seconds for its annual 124,000 calls

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Overview

Revolutionizing Talent Management Service: A Case Study of CEB SHL Talent Services and Vonage Contact Center

Operational Impact

Quantitative Benefit