Excellent Health and Safety standards are now a legal requirement in every aspect of British life. British Safety Council have worked tirelessly to make the British workplace safer and have been a trusted guide to excellent health, safety and environmental management. The organisation helps professionals achieve high standards, to protect both their staff and the future of their business.
British Safety Council required a solution that would improve business efficiency by integrating call activity into Salesforce. Users were not sufficiently updating Salesforce when making outbound calls and call logs were often missing from the CRM. Any system also needed to boost employee productivity by reducing Salesforce interaction time. The solution needed to cover all of their Disaster Recovery requirements. Overall the technology deployed needed to monitor productivity, ensure accuracy of data in Salesforce and provide call activity reports for analysis at management level. The solution had to be flexible, scalable and help monitor performance at various levels, organisational, team and individual.
British Safety Council implemented Natterbox’s Voice Intelligence solution. All calls are now automatically captured in Salesforce. Employees can speed up calls with click-to-dial in Salesforce, and they have the ability to write live call notes and customisable call wrap up notes. Calls are logged against the correct contact, opportunity or account in Salesforce. Capturing business intelligence from voice communications has led to improved reporting and analytics in Salesforce. Telesales and customer service departments are much more efficient as they can update action points while on a call reducing admin and maximising call time. The Natterbox solution allowed British Safety Council to replace three separate phone systems.
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