SRK Rechtsbijstand have exchanged their outdated Avaya systems for one integrated cloud communication environment from Mtel. This solution consists of the following services: Online Contact Center, Online Routing Manager and Online Business Telephony.
With expert lawyers and legal professionals, SRK Rechtsbijstand supplies legal assistance to the customers of seven health insurance companies and insurance intermediaries. SRK Rechtsbijstans employs 320 legal experts - of which around 70 are lawyers - who are all specialised in a specific legal area. This calls for close cooperation between legal experts and the supporting teams.
Solution for Support of the New Way of Working
The legal experts at SRK Rechtsbijstand are used to flexible working conditions. They must be able to work anywhere and set up their accessibility themselves. Mtel's Online Business Telephony makes this possible by integrating landline and mobile telephony in one user profile. SRK employees can log in at any given device or make calls via the computer or their mobile phone.
Smarter and More Efficient Customer Contact
The Online Contact Center enables SRK Rechtsbijstand to help their customers in a better, smarter and more efficient way. With the help of the Online Contact Center, Mtel can process all customer contact channels in the same way. This creates extensive management information, enabling the organisation to steer towards customer contact improvement. The next step in the collaboration between SRK and Mtel is the standard integration with the file management system. The Online Contact Center recognises the customer and then shows the customer card, giving employees immediate access to the right information to help the customer.
Communication Partner in Customer Contact
The Mtel cloud service offers SRK Rechtsbijstand the needed flexibility, scalability and a pay-per-use model for their communication environment. With Mtel, SRK Rechtsbijstand has a partner who contributes in a proactive way and advises on the set-up of new solutions as well as supporting the customers in the best way possible.