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Cork County Council: Convergence spearheads service transformation /
Coventry Building Society: Powering a financial services transformation
Coventry Building Society: Powering a financial services transformation
Executive summary
Coventry Building Society is in the UK top five, serving some one million customers and with assets of over £11 billion. The twin pressures of business growth and increasing competition meant that it needed to adopt an innovative and cost effective approach to investment in its contact centre and branch network.
A Nortel Business Communication Manager 200 with Survivable Remote Gateway software was installed in a new prototype sales-oriented branch in Coventry. This linked the new branch to the main Nortel-equipped customer service centre – over a BT Ethernet-based wide area platform – forming a virtual contact centre. This highly flexible architecture is being rolled out to all 49 of the company’s branches. A Nortel Communication Server 1000 was chosen for a new administration centre at Godiva House in Coventry.
The new end-to-end BT and Nortel IP-based systems environment has enabled Coventry Building Society to scale its customer service, improve staff productivity, reduce network costs and enhance the customer experience.
“The branch transformation programme is a crucial element of our overall business strategy. We need to make our branches much more effective sales vehicles, while simultaneously improving customer service across all channels.”
Giles Chipperfield, CIO, Coventry Building Society