About City Hire
City Hire is an independent tool and plant hire company supplying the construction industry since 1989. With a focus on high-quality equipment, reliable service and industry-leading technology, City Hire have seen their capabilities grow and they now operate from six large distribution centres. They supply a wide range of equipment, including Plant, Powered Access, Tools and Non-Mechanical equipment to customers in the North West, Midlands, London and the South East.
Objectives
Challenge
With 4 separate comms platforms including a stand-alone telephone system, webchat and WhatsApp (operated from a single mobile phone) and with 10 customer experience coordinators working in different locations, there was a lack of effective work allocation, sharing of information and streamlining to support the business’ requirement to provide outstanding customer service.
The Espria Solution
The Five9 contact centre brought together email, calls, webchat and WhatsApp for Business communications with all channels reporting directly into a single application, available to all the customer service agents, wherever their location.
With a single monthly charge, City Hire are better able to budget and don’t lose any calls. The platform supports unified reporting of calls, emails, web chat and WhatsApp interactions, enabling the monitoring of agent performance whilst ensuring core SLAs are met. Fundamentally, all customer experience coordinators are now able to service customers from across all communications channels, from a single interface. The solution gives a 360-degree view of the entire teams’ activity and improves resource management, whilst providing a considerably enhanced and consistent customer experience.
Our focus was on implementing an Omni-Channel feature to consolidate all communications onto a single platform, ensuring fast and frictionless interactions. After evaluating various company platforms, Espria stood out due to their meticulous attention to our needs and the rigorous communication demands within our organisation. The implementation of the Espria solution proceeded smoothly and according to plan. I am confident that it will provide centralised automation and offer a comprehensive overview, empowering our agents to uphold our service promise.”
