Jan-Feb-Mar 2021

CASESTUDY
Matt Parker
A BRIGHTER OUTLOOK
THE BRIGHTSTAR GROUP TURNED TO BABBLE TO
FUTUREPROOF ITS TELEPHONY PLATFORM AND ENSURE
ONGOING BUSINESS RESILIENCE
Continuing a long-term relationship
with Babble that has helped The
Brightstar Group to thrive over the
last 4 years, the Cloud Comms, Contact
Centre and Cyber technology firm was
asked to advise on the best solutions
available.
Babble recommended that a hosted
solution was implemented at the new
premises in the City of London, before
being rolled out across the entire three
office estate. This would, over time, enable
calls to be transferred between locations
free of charge, saving the specialist
finance company approximately 27% every
year on overall call and operating costs.
Babble provisioned dedicated internet
connections at each office location,
provided call data and recording facilities
and introduced mobile twinning
applications to allow each of the 70
users at The Brightstar Group to either
work from home or remote locations,
whilst staying connected to the telephone
system - features that could not have
been added onto the existing
infrastructure without incurring CAPEX
costs. Additionally, the new solution
provides the firm with added disaster
recovery procedures, allowing calls to be
re-routed to different offices or individual
mobile users, protecting the business
from experiencing levels of downtime in
case of an emergency.
At a time when business continuity has
never been more important, Babble's
pioneering solution was implemented in
just 2 weeks, with The Brightstar Group
able to continue providing business as
usual for all of its clients throughout.
As well as supporting its offices in
London, Manchester and Billericay, the
new telephony platform allowed The
Brightstar Group's 70 members of staff to
shift to remote working overnight in
response to the Coronavirus pandemic.
With the rollout and testing completed
with ease, Babble's flexible solution
enabled the company to continue carrying
out mortgage and loan applications with
lenders without a dip in performance.
Productivity at The Brightstar Group has
also dramatically increased when
compared to pre-lockdown, as a direct
result of Babble's solutions. 100% of calls
are covered by the new remote, call
recorded and audited systems, allowing the
field-based team to continue handling call
centre calls without disruption to clients.
Matt Parker, CEO at Babble, said: "It is
not only incredible to have streamlined
The Brightstar Group's services, but
Babble also ensured that the business
could implement flexible working at a
time when it has never been so crucial.
The pandemic has forced a reset to the
way in which we work, providing an
opportunity for businesses to emerge in a
much stronger position. Overnight The
Brightstar Group shifted over 70 staff
members to home working in response to
the pandemic, with users from three
separate offices able to continue carrying
out their day-to-day tasks to the utmost
standard - a real achievement and an
example to others."
William Lloyd, Director of Operations at
The Brightstar Group, commented:
"Babble's work has been vital in ensuring
that The Brightstar Group could thrive
during this time of great uncertainty, as
well as over the last four years. Remote
working has never been so important and
the fact that we have been able to
support our employees so seamlessly
during this period is fantastic. We are
extremely thankful for the employees at
Babble, whose hard work and dedication
has enabled us to restructure and vastly
improve our operations." NC
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