Outsourcing specialist DDC OS recently announced the exceptional increase in customer satisfaction that they have achieved with help from 8x8. DDC OS delivers multi-media response handling, administration solutions and data capturing to companies in a range of sectors. In a new strategy, the business embraced new X Series technology from leading cloud provider 8x8. DDC OS and 8x8 have worked together since March 2017 on implementations affecting 5,550 staff in 12 locations.
According to DDC OS, the business had no central communication system in place before moving to the X Series. Employees had to deal with several disparate communication channels, making it harder to deliver a consistent level of service. With the X Series, DDC OS was able to streamline their customer and employee experiences through a single system. Now, everything from voice and video, to contact centre and collaboration tools are in the same environment.
A Flexible and Agile Approach
The Head of Group Marketing for the DDC Group, Chrissie Spencer, commended 8x8's flexibility and agility as a company. She said that 8x8 was happy to work alongside DDC OS to ensure that they were able to deliver a better level of service to their clients. The new 8x8 solutions mean that DDC OS can bring everything together in a single platform and eliminate silos of knowledge and communication. According to Spencer, if DDC OS didn't have 8x8's help:
"we simply wouldn't have a business."
Chrissie noted that 8x8 had given DDC OS the ability to develop and empower teams, giving them access to the productivity and efficiency they need. The business can now onboard new full-time employees within 2 weeks, complete with full training. With 8x8 X Series communication strategies in place, DDC OS can now also gather more profound insights into the customer journey.
The organisation has been able to develop their understanding of why customers call their service team, and how they can reduce their call volumes. DDC OS has also tracked adherence to call schedules, which has improved from 80% to 96% thanks to 8x8. The company also reduced service costs 35% since implementing the new system.
