CUSTOMER CASE STUDY

One Bright

Contact gives growing mental health support business solid foundations to scale from.

The Customer.

Onebright believes that everyone should have access to the right mental health treatment, wherever and however they need it, delivering mental healthcare to employees and their dependents.

Already the biggest provider of outpatient mental healthcare in the UK, Onebright’s 450-strong UK team invests its clinical expertise and technology solutions to deliver a complete mental healthcare service with the goal of becoming the leading international mental health provider.

The Challenge.

One of the reasons Onebright has experienced such massive growth recently was by acquiring multiple businesses and amalgamating them into Onebright. However, this led to a mishmash of telephone systems that weren’t compatible with each other, unable to scale in line with the business’ growth goals.

While the system was ‘adapted’ to enable WFH, we had no reporting or visibility into call performance. Accessing recordings meant sending a manual request and waiting days.

Its outsourced Service Provider was reluctant to help, and certainly hadn’t been providing a service that was fit for purpose, considering the time delays and outages, leading to a sour relationship!

“There were multiple outages that lasted for hours – which when you’re primarily dealing with callers and their mental health concerns, it just wasn’t acceptable that our services were inaccessible. Any issues would take days to be replied to, and many were never resolved!”
Vicky Hodgson, Onebright

Thankfully, Onebright’s IT manager, Dave, had previously worked with Contact while working for a previous company and soon set up a call to catch up with Matt Jones.

The Solution.

“A testament to the quality of Contact and the Puzzel system is that everything went swimmingly, and Matt, who was on-site to handle any problems, had hardly anything to do!”

Vicky Hodgson
Onebright

Within the first few conversations it was clear the Contact could make a significant improvement to Onebright’s calling and collaboration, recommending Puzzel – a fully-fledged, web-based Contact Centre solution that could be remotely deployed across all of Onebright’s sites simultaneously.

“What struck us immediately was the level of knowledge within the team. They understood the critical nature of our business, and therefore how important reliable tech is for our customers and staff simple things like being able to call 999 from within the comms system weren’t possible until we worked with Contact!”
Hodgson

More than simply delivering a new communications platform, Contact’s support was also vital to help Onebright derisk and navigate the legal challenges and process of porting the business’ numbers over from the incumbent.

“Basically, they helped us understand the rules and ensure that the transition happened smoothly… And it did, much to everybody’s astonishment!”
Hodgson

Contact also made sure to integrate Puzzel with Onebright’s CRM and data storage solutions, including Microsoft Azure, to ensure the team could build custom apps and Power BI reports. This would provide rich visibility into call performance and employee productivity, helping the team to create a more seamless service by blending operational and commercial statistics to find new insights.

Once the system was designed and tested, it was time to deploy Puzzel remotely.

To minimise any disruption, IT teams from each site were invited to multiple pre-deployment virtual training sessions, and the Contact team also ran a ‘Virtual drop-in clinic’ – both via Teams – throughout the first day to ensure agents had a support net for any immediate issues, with physical staff on-site at the HQ too!

The Results.

“Contact has genuinely made a difference to our team and our customers. We’re smarter, faster and far better prepared to scale our operation. They’ve become a trusted partner that’s helped ease our pains, remove barriers to growth and evolve our offering!”

Vicky Hodgson
Onebright

Onebright has been able to find massive optimisations, reducing call wait times and maximising call answer rates, thanks to Puzzel’s skills-based routing, which enables calls to be sent to the right person, depending on their credentials and expertise.

The flow-based routing system makes it super simple for the Onebright team to pool resources during high volumes, change call flows, and tier agents to cater to different call types.

“Now, more than 95% of our calls are answered in three rings, and the insights we can now run through Power BI has enabled us to optimise shift patterns, which will help us save resources as we continue to grow!”
Hodgson

Adopting Puzzel has also meant that Onebright could introduce a ‘call-back’ options to ensure no caller went without support during peak demand. The team also has access to call recording in real-time, which is essential for sensitive calls and safeguarding.

Our partners and suppliers

CUSTOMER LOVE

What our customers say.

“It was a simple decision to work with Contact. The knowledge of what’s available in the market is a given, but the difference is in the level of service you get – always on hand to ensure the business runs smoothly. Service, above everything else, is the most important aspect when choosing a telecomms partner, and that’s where the people at Contact excel.”
- Andy Mellor, Fish Insurance.

“Puzzel’s low-cost and highly flexible and therefore will be the foundation for a lot of new operational enhancements we’re planning in the future. I can’t thank Matt and the team enough for always having our back and providing a platform that will really help us grow and adapt to the communication behaviour of the younger generations as they enter the housing market.”
- Zac Evatt, Operations Director, Meridian Mortgages.

“Contact supports our existing on-premise solution. Given the team’s considerable industry experience, technical excellence in deploying omnichannel Contact Centre solutions, and amazing customer support, the choice of supplier was easy for us. Clint Milnes, CIO, Winn Group” The Manchester-based Voice & Data supplier will leverage the operational knowledge it has gained over the last year to design and deliver a superior, omnichannel solution enabling the accident management- focused legal firm, Winn Group, to enhance its existing services and maintain growth momentum.”
- Clint Milnes, CIO, Winn Group.

“Basically, they helped us understand the rules and ensure that the transition happened smoothly... And it did, much to everybody's astonishment! A testament to the quality of Contact and the Puzzel system is that everything went swimmingly. More than 95% of our calls are answered in three rings Contact has genuinely made a difference to our team and our customers.”
- Vicky Hodgson, Onebright.

“Contact have become an extension of the Clarion IT team whilst onsite, working seamlessly alongside colleagues at all levels.”
- Dan Mitchel, Clarion Solicitors.

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