The University of Winchester partnered with HeadChannel to transform their outdated phone system by integrating it with their CRM platform. This integration streamlined call management, improved collaboration between staff, and provided a more personalised caller experience, significantly enhancing the efficiency of the University’s telephone service.
The Challenge
The University of Winchester faced several challenges with their Mitel-based phone system, which was not integrated with their CRM. Staff had to manually input caller details, slowing down the process and taking up valuable time that could have been spent on more critical tasks. The lack of integration meant call-centre staff didn’t have easy access to caller history or context, resulting in missed opportunities to deliver a personalised service.
Additionally, different departments across the University, often physically separated, struggled with collaboration and communication, particularly when handling complex or repeated enquiries from the same caller.
To meet these challenges, the University needed a system that would centralise caller information, improve efficiency, and offer a more personalised experience.
Why HeadChannel?
The University of Winchester selected HeadChannel for our proven expertise in developing bespoke solutions that integrate CRM systems with communication platforms. With a strong track record of solving complex business challenges, HeadChannel was well-positioned to deliver a solution that enhanced their phone system, aligned with their goals, and improved service delivery.
Our Approach
- Integration of Mitel Phone System and Radius CRM
We integrated the University’s Mitel-based phone system with their Radius CRM, enabling call-centre staff to access caller details as soon as a call was received. This allowed staff to quickly identify the caller, view previous interactions, and address their needs more efficiently.
- Automation and Task Simplification
By automating key tasks, such as recording new contacts and associating them with existing records, we eliminated manual data entry and made it easier for staff to update contact information on the fly. A blank contact form now pops up when a new caller is identified, allowing for rapid data entry.
- Improved Collaboration Across Departments
With the integrated system, teams across the University can now share information seamlessly. This has enhanced collaboration and communication between departments, particularly when dealing with the same caller across multiple touchpoints.
- Personalised Service for Callers
The integration allowed staff to access not only the caller’s contact information but also their communication history with the University. This level of insight enabled staff to tailor their interactions, offering a more personalised and efficient service that increased caller satisfaction.
- Centralised Cloud-Based System
We developed a cloud-based CRM interface, eliminating the need for software installations on individual computers. This system streamlined data sharing and access, making it easier for staff across different departments to work together.
Testimonial
“At HeadChannel, we were thrilled to help the University of Winchester revolutionise their telephone system. By integrating their Mitel-based phone system with Radius CRM, we provided a seamless solution that enhanced efficiency and created a more personalised caller experience. It was rewarding to see how quickly the staff adapted to the new system, and we’re proud of the impact this project has had on the University’s service delivery.”
Kate Witko
Head of Operations, HeadChannel
The Outcome
The integration of the Mitel-based phone system with the Radius CRM system has significantly improved the University of Winchester’s telephone operations:
Enhanced Efficiency: Automated processes for recording new callers and associating them with existing records saved time and effort for staff.
Improved Collaboration: The new system allowed different teams, often physically separated, to work together using a shared platform.
Increased Personalisation: Staff were able to access caller details and communication history instantly, providing a more tailored and satisfying caller experience.
Greater Flexibility: The cloud-based system made data sharing between teams easier, and staff could access information from anywhere.
The University of Winchester now benefits from a streamlined, efficient, and personalised telephone service, resulting in higher productivity and better service delivery.
About University of Winchester
The University of Winchester is a public research university based in Hampshire, UK. Known for its commitment to providing a high-quality educational experience, the University serves a diverse student population and strives to maintain excellence in teaching, research, and support services.
