“What impressed the most about Telviva was their attention to detail and speed and accuracy of execution under pressure. The majority of our company’s business communications were migrated to the Telviva platform because of the Covid 19 Pandemic and the demands of having to disperse to a decentralised environment allowing remote working for staff created as a result within two months. Call quality is critical in a call centre environment, and Telviva has dispelled our previous concerns about using cloud-based telephony,” 

Roelf Conradie
Contact Centre Executive at LIPCO Group.

Customer: LAW FOR ALL/ LIPCO Group
Industry: Financial services/ Legal insurance

Background

LAW FOR ALL is a registered Financial Services Provider (FSP:7508) that manages legal insurance for various insurance product providers in the South African market.

LIPCO Group initially used on-premises PBX and call centre solutions that helped ensure a high quality of business communications service for both their administrative staff as well as the call centre agents. Being a mandated underwriting manager, back-office operations form a large portion of the company’s activities to which the call centre operations play a critical role.

While LIPCO Group previously considered cloud-based telephony, the concern was that the industry was not ready at the stage, but the decision was necessitated by the advent of covid – 19 as mentioned before.

When the initial national lockdown was implemented in 2020, company staff were not able to work from remote locations. Therefore, expanding the capabilities of the communications system to include cloud-based functionality, proved to be the most cost effective.

Quick restoration of service

LIPCO Group’s requirement was to duplicate its entire business communications and call centre operations – which worked exceptionally well in an on-premises environment – into the cloud that would help the organisation enable their employees to work remotely. More than cost reduction, the main objective was to restore service to high levels and to enable company staff to work easily and seamlessly from home while meeting customer expectations.

The company worked closely with the Telviva team, harnessing the available knowledge and experience in order to correctly set up call flows and ensure a smooth transition.

Good voice quality, lower data costs

Telviva One also provided the company with good call quality. In order to enable remote working, LIPCO Group provided their employees with SIM cards and data; the company was pleasantly surprised to find out that the efficiency of the Telviva mobile application meant that they had to spend far less on data costs for staff than they had initially anticipated.

While there can be resistance in user adoption during quick rollouts of new technologies, the reliability of the platform as well as the user-friendly interface of Telviva’ s products meant that company staff were enthusiastic about switching over and making their business communication easier, more seamless and richer with functionality.