New ICT Infrastructure allows Express Glass to grow

14 May 2015

VoicePlus has worked with Express Glass for the past 9 years and seen the company grow into the dominant service provider in its industry.

Express Glass operates 24 hours a day, every day of the year and services the length and breadth of the country through their own branches and an extensive network of local glaziers.

With major supermarket chains, banks and insurance companies as customers, it is critical that the Express Glass emergency response service is supported by a smart and reliable ICT infrastructure.

The Opportunity

Phenomenal growth in the enterprise business space, the addition of offices in Melbourne and Queensland, and the opening of a new customer contact centre meant Express Glass was looking for an upgrade to its ICT infrastructure to:

cater for sudden peaks in demand for emergency service
enhance employee performance in diaster zones
improve its service communication to customers
manage incoming call volumes from phone line, emails, and fax
queue service calls effectively
provide benchmark reporting to support Service Level Agreements
ensure high reliability of its systems and ICT infrastructure

The Solution

VoicePlus developed an ICT solution for Express Glass that:

registers all service contacts to Express Glass whether they came in by phone, email or fax
manages the queue parameters
manages the priority call-back queue
monitosr and reports on service call allocation and resolution

The solution had to be able to cope with a sudden influx of calls during a weather event, and also ensure high reliability with no single point of failure in the infrastructure.

The ICT upgrade was implemented with no disruption to the business and VoicePlus is now working with Express Glass on further initiatives to enhance communication with technicians in the field.