Andy had a holistic and calm approach to our telephony project requirements and went above and beyond the call of duty to explore our organisation and people.
Red Rose successfully managed the transition of Southampton FC from an outdated on-premises phone system and separate contact centre to a modern, integrated cloud platform.
This project involved several key services:
• Cost/ Supplier & Technology Analysis: Red Rose conducted a Comprehensive cost and technology analysis, identifying areas for cost savings and improvements in user experience.
• User Interviews & Workshops: Engaging with staff to understand their needs and preferences, ensuring the new system would be well-received and effective.
• Vendor Selection & procurement Campaign: Red Rose managed the procurement process, bringing four leading vendors to the table and ensuring the best solution was chosen.
Red Rose successfully managed a comprehensive UC & CC project for SFC, transitioning them from an outdated, on-premises phone system and a separate, non-integrated contact centre. The old system had become obsolete due to its age, Red Rose conducted a thorough cost and technology analysis, interviewed users, and identified key areas for cost savings and user experience improvements.
Red Rose’s findings and supplier recommendations were compiled into a detailed report, which highlighted opportunities for enhancing fan engagement.
Following this, Red Rose managed a full tender and procurement campaign, bringing four leading vendors to the table, ensuring Southampton FC received the best solutions to meet their needs and budgets.
The primary challenge in the UC & CC project for Southampton FC was the outdated and unsupported on-premises phone system and separate contact centre, which were not integrated.
This lack of integration led to inefficiencies and a poor user experience. Additionally the IT team, focused on other transformation projects, felt the significance of this project required specialist support to thoroughly understand business needs and customer experience mapping, as well as expertise in the main vendors in the market and current pricing trends.
Red Rose had to step in to bridge these gaps, conducting a thorough analysis and managing the entire procurement process to ensure a seamless transition to a modern, integrated system.
The solution implemented for SFC was a cutting-edge cloud platform from a Gartner Magic Quadrant UCaaS & CCaaS vendor. This fully cloud-based solution provided staff with the flexibility to work from their preferred devices, whether it be a softphone, desktop app, desk phone, or through MS Teams integration. The transition was smooth, with many old phones being removed and recycled, indicating staff’s readiness to embrace a software-driven approach.
The new contact centre significantly enhanced and future proofed the club’s customer experience capabilities. Team leaders gained full control, making informed decisions during peak times thanks to the system’s intelligence and reporting capabilities.
For the IT team, the intuitive admin console allowed for swift daily changes and management, enabling them to respond quickly to business needs without relying on vendor support tickets.
