How HeadChannel Linked the University of Winchester's Phones and CRM

The University of Winchester is a public research university in Hampshire. HeadChannel integrated its Mitel-based phone system with its CRM platform, which streamlined call management, improved collaboration between staff and gave callers a more personal service.

The Challenge

The university's Mitel-based phone system wasn't connected to its CRM. Staff had to enter caller details by hand, which slowed calls down and took time away from more important work. Call-centre staff couldn't easily see a caller's history or context, so they missed chances to offer a personal service.

Departments across the university, often physically separate, also struggled to work together, especially on complex or repeated enquiries from the same caller. The university needed a system that would centralise caller information, save time and personalise the experience.

The Approach

Phone and CRM integration. HeadChannel integrated the Mitel-based phone system with the university's Radius CRM. Call-centre staff see a caller's details as soon as the call comes in, so they could identify the caller, view previous interactions and deal with the enquiry quickly.

Automation. Recording new contacts and linking them to existing records is automated, which removes manual data entry and lets staff update contact details on the fly. When a new caller is identified, a blank contact form pops up for quick data entry.

Shared information. Teams across the university share information through the integrated system, which helps departments work together when the same caller contacts several of them.

A personal service. Staff see a caller's contact details and communication history with the university, so they could tailor each conversation, which increased caller satisfaction.

A cloud-based system. HeadChannel built a cloud-based CRM interface, so no software has to be installed on individual computers, and staff in different departments share and reach data more easily.

The Outcome

Automated recording of new callers, linked to existing records, saves staff time and effort. Teams that are often physically separate now work together on a shared platform. Staff see caller details and history instantly, giving callers a more tailored and satisfying experience, and the cloud-based system lets them reach information from anywhere. Staff adapted to the new system quickly, and the university now has a more efficient, personal telephone service, with higher productivity and better service delivery.