bmibaby wanted a partner with customer management outsourcing expertise and in-depth knowledge of multiple industry sectors. They expected this partner to provide innovative ideas and solutions that would deliver a superior customer experience, and do so cost effectively. Here is how Vertex delivered.
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In 2006, esure recognized that their growth strategy required additional capacity to go beyond their in-house contact centers. They chose Vertex as their customer management outsourcing partner with two key requirements in mind - high quality sales staff with customer service experience and the ability to flex the number of staff to reflect their seasonal demand from customers.
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Vertex was chosen ahead of three other suppliers to provide key frontline services to the citizens of Hertfordshire. A key factor in the council's decision was the provision of a high quality offering at significantly lower cost - a perfect fit with the objectives of their decision to outsource.
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In 2006 Hydro One approached Vertex and indicated that one of their corporate goals was to dramatically improve customer satisfaction as a result of the Hydro One customer satisfaction survey. In 2007 Vertex and Hydro One took a collaborative approach to evaluate and analyze historical customer satisfaction scores, and worked to develop a plan to radically modify the customer experience and improve customer satisfaction.
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After Integrys Energy Group's acquisition of Michigan Gas Utilities (MGU) and Minnesota Energy Resources Corporation (MERC), they needed to duplicate all of the Mobile Up dispatch functions that were in place prior to the acquisitions. Already a trusted partner for customer care services, Vertex was enlisted to help Integrys as they looked for a solution.
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In 2002, Royal Liver needed to improve its business acquisition model and was keen to launch a market differentiating service to spearhead its entry into the IFA market and direct channel. Vertex were chosen as partners for design, build and implementation of the 'virtual life company', Royal Liver Progress. Today, Vertex continues to deliver innovative thinking to add value to this proposition.
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ScottishPower urgently needed to find a business partner that could act as an extension to their brand and help them continue to deliver exceptional customer satisfaction and quality standards.
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The aim was to leverage Vertex’s skills, capacity and capabilities to put Thurrock residents at the heart of council activities and transform the way the Council delivers local services through innovation and service excellence.
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Citing their strong commitment to Vertex and the E-CIS team, Truckee Meadows Water Authority (TMWA) elected to be the first E-CIS client to upgrade to the next generation product eCIS+. TMWA was interested in leveraging the newest technology for their CIS solution and chose eCIS+ for its robust toolset and enhanced Online Customer Care.
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Reducing costs and increasing customer satisfaction is a major business driver for Union Gas. They wanted to provide their customers with more choices to contact them and increase website traffic. Being their long-term CIS technology partner, Vertex was selected by Union Gas to build a customer friendly self-service web solution that would reduce costs, and increase customer satisfaction.
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In November 2002 Westminster signed one of the largest contracts in local government history with Vertex - worth in the region of £420m over 10 years. The aim was to leverage Vertex’s skills, capacity and capabilities to ensure Westminster’s residents were at the heart of council activities and to transform the way local services were delivered through innovation and operational excellence.
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Westminster City Council is responsible for dealing with, on average, 16,000 tickets issued each week - collecting in the region of £1 million per week in Penalty Charge Notices (PCN).
The customer experience was previously poor and the existing IT systems and processes employed lacked integration and were no longer fit for purpose. Westminster chose Vertex to help improve the service.
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