The Challenge teams with Natterbox
Charity for building an integrated society connects generations with telephony and Salesforce integration.
London August 9th 2016. Today Natterbox announces that The Challenge, the UK’s leading charity for building a more integrated society has chosen Natterbox cloud telephony and Salesforce integration to help get more young people involved in the NCS (National Citizen Service), a government-backed programme which brings together young people from diverse backgrounds, providing them with strong skills for life, work and adulthood.
The Challenge started in 2009 when their first programs reached 158 young people. Today The Challenge has over 550 staff and delivers programs to over 30,000 people each year.
In much the same way as a business, The Challenge has to build close and trusted relationships their clients who are young people and the families and guardians that they work with. Every call they make or receive needs to move them to the end goal of successful participation in The Challenge’s programs. Tanya Dunne, Head of Customer Services; “To really deliver our mission to bring people together, one key metric for success has to be the number of young people who participate in our programs.”
The Challenge had already implemented Salesforce CRM to maintain comprehensive details of all their clients and track progress of program participation. Dunne; “Typically our agents talk to around one thousand clients every day, during the busiest period. They make and receive many phone calls, conduct skilled conversations and update Salesforce with progress.”
Annual growth of 30-40% in the NCS program and the opening of a new contact centre led to the need for a new telephony service which closely integrated with Salesforce. The Challenge had a comprehensive selection process and from early on it was clear that a cloud-based solution was required to provide the flexibility, scalability and scope for future coverage of new locations. Natterbox ticked all the boxes for both cloud telephony and Salesforce integration. Dunne; “As well as providing the reliable, scalable service we need, we also appreciated the fact that we can make any changes such as updating call policies or adding new users ourselves.”
The telephony and Salesforce integration for the new office took less than 4 weeks. Dunne; “The implementation went without a hitch.” She added; “We also appreciated the Natterbox relationship and their customer-centric ethos. They are a true partner who ensure that they understand your needs, are accessible, and that their solution delivers what we needed.”
The Natterbox system has made an immediate impact to The Challenge’s agent effectiveness and efficiency. Dunne; “Since moving to Natterbox we have seen an increase in agent productivity of 80% which is incredible. The data it gives us is enabling us to understand our agent and customer requirements and behaviour better, and allowing us to make changes to our customer experience as a result.” Feedback from an independent review of the service was uniformly positive with the timescale, quality and business impact of the Natterbox deployment investment being highlighted.
Neil Hammerton, CEO Natterbox; “The Challenge is helping young people connect with society and build the skills they will need to thrive. We are delighted that we are helping their effectiveness in bringing their important programmes to a wider audience.”
About The Challenge
The Challenge is the UK’s leading charity for building a more integrated society. They work at a local level to bring together people from all ages, ethnicities and walks of life, connecting communities and building trust. Their flagship program is the NCS (National Citizen Service), a government-backed programme which brings together young people from diverse backgrounds, providing them with strong skills for life, work and adulthood. The Challenge started in 2009 when their first programs reached 158 young people. Today The Challenge has over 550 staff and delivers programs to over 30,000 people each year
Natterbox launched in 2010 to solve business telephony issues and bring voice into the digitised customer experience through a cloud PBX service that captures and integrates voice into customer processes and CRM systems. Over 500 organisations around the world rely on Natterbox to set new standards in customer experience to drive measurable increases in sales efficiency, competitive advantage and organisational success. Customers include Groupon, Rakuten and Legal & General.