AST improves BP`s communication with its customers

AST Networks, a business unit of the AST Group, has provided BP Lubricants with a customer contact solution with an automated call distributor, which will assist the company in catering for its current and future needs when dealing with customers.

BP required a total technology solution that would assist it in understanding its customers` needs and therefore how to improve customer support. To do this, BP needed a solution that would track the number and type of calls being received from customers, as well as where the calls are coming from.

"Business today is conducted in a continually changing environment, driven by customer expectations. This puts significant pressure on customer contact centres to adapt to such changing conditions," explains Neville Quinton of AST Networks.

"This is why AST Networks, before recommending a solution, performs a thorough investigation into its customer`s requirements while involving all relevant parties in order to detail the high level requirements and future scalability," adds Quinton.

From the investigation, AST then proposed Rockwell FirstPoint Business Edition as the correct customer contact solution for BP.

AST implemented the Rockwell FirstPoint Business Edition, thus maximising contact opportunities for BP and its customers on its existing infrastructure. FirstPoint Business Edition is a highly reliable, tightly bundled solution with fully integrated features that seamlessly delivers the right information to the right resource and provides a sophisticated reporting system.