- Business management software specialist Sage (UK)
Limited delivers additional services to help its customers with
payroll year end.
- Additional 30,000 calls to central 0845 number at peak
periods each day.
- Sage ensures that employers across the UK have a smooth
payroll process.
11 October 2007. ntl:Telewest Business, the
supplier of communications services to the public and private
sectors, is helping Sage to make paydays trouble-free for employers
and their staff. Sage supplies business management software and
services to more than 700,000 customers in the UK and delivers
additional services to provide support and advice to its customers
at certain times of the year, such as Payroll Year End.
Calls from Sage customers are made to a single
0845 number using a service provided by ntl:Telewest Business and
transferred quickly and easily to the most appropriate customer
support executive for their particular requirement. Demand for
SageCover, the popular service offering for Sage’s customers,
typically reaches seven times normal levels in the months preceding
and immediately after the annual payroll year end, when all UK
businesses are required to file consolidated payroll information
for employees to HM Revenue & Customs.
ntl:Telewest Business implemented a network
extension to Sage’s converged network to enable calls to be routed
dynamically to the best available resource across multiple
locations in the UK. This also enables customer records to be
relayed directly to the executive handling the call and for extra
resource to be made available as incoming calls volumes
increase.
Mayank Prakash, CIO, Sage (UK) Limited,
commented: “At Sage delivering exceptional customer services is a
way of life. Each person in Sage is passionate about helping our
customers to manage and grow their businesses - so it is natural
for us to plan to provide extra services during payroll year end.
ntl:Telewest Business has partnered with Sage to deliver a dynamic
service to meet the needs of our customers and they implemented the
service in an extremely tight timeframe.”
“Sage receives more than 10 million customer
calls a year and inevitably its customers are driven by the
financial calendar and Government deadlines. No-one wants to be
kept hanging on the phone waiting for a response from a support
line. In this type of environment every customer must be treated as
an absolute priority,” said John Cunningham, director of business
markets for ntl:Telewest Business.
The Sage system uses an IPVPN from
ntl:Telewest Business’ which means Sage can route calls between
sites in the UK using internet telephony and make information
available to service teams irrespective of their location. This
means that the maximum possible resources are available when call
traffic increases.
About ntl:Telewest Business
ntl:Telewest Business, part of the UK’s second
largest fixed-line telecommunications company, is a leading
communications provider to businesses, public sector organisations
and service providers in the UK. It delivers a complete portfolio
of voice, data and internet solutions nation-wide.
ntl:Telewest Business sales and support teams
are located across the UK, in close proximity to our customers, as
part of a commitment to deliver superior customer service.
ntl:Telewest Business delivers services over
the Group’s £13bn investment in its state-of-the-art infrastructure
giving business customers access to the largest alternative network
in the UK.
ntl:Telewest Business is trusted to provide
critical communications to high profile customers including:
Heathrow's Terminal 5, Birmingham City Council, Cambridgeshire
County Council and Next.
For further information go to http://www.ntltelewestbusiness.co.uk/.
ntl:Telewest Business press contacts:
Sara Doggett, PR
Executive
T: 01256
753101
E:
sara.doggett@virginmedia.co.uk
Stephen Waddington, Press Office
ntl:Telewest
Business
Rainier PR
T: 020 7494 6570
E: swaddington@rainierpr.co.uk