GFM - MaxContact



The Challenge –

GFM have used 3 other contact centre platforms in the past, all of which had over promised and under delivered, they were due to on-board a new large campaign that came with specific requirements and penalties relating to SLA’s so it was imperative that the correct solution was selected to meet the needs of the business, the main areas of focus were:

  • Support of the product and services
  • Systems having the flexibility to meet demanding clients needs
  • Cloud platform with enterprise security
  • Ability to create custom reports to meet clients needs
  • Bespoke configuration required technical knowledge
  • Fully compliant with all regulations
  • Future proofing
  • Stability and resilience to meet SLA’s from clients

The Process –

It was important to GFM to not only choose the right solution, but also the right company to work with. Over the years, GFM have used three other contact centre solutions and they have never quite delivered to expectations. Because of this, GFM had a rigorous procurement process to select the next solution.

GFM selected MaxContact due to their honesty, saying no to certain questions and not over promising on what they can deliver. GFM took advantage of the 30 day free proof of concept on offer, this took the risk out of the selection process and gave GFM the opportunity to try before they committed.

The Solution –

GFM opted to go for MaxContact Enterprise solution, ensuring the features now and in the future will be included keeping their business ahead of the curve and allowing them to exceed clients requirements with our continual development strategy.

True Cloud, built in Microsoft’s Azure Platform, ensuring security, resilience and compliance as standard was also a large benefit with the ICO’s GDPR implementation making it easier for GFM to stay compliant with current and future regulations.

With the ability to access a replicated DB, which is rare in hosted environments, GFM built custom reports and dashboards using power BI, so they could customise specifically to their requirements. This was an important requirement over past systems where custom reports came with huge development costs where GFM had the skills to produce their own.

Support –

It’s not just the product that matters, support and service is a vital part of any procurement process.

GFM feel MaxContact have gone above and beyond that of a general support service.

MaxContact have been there when required for advice on reporting dashboards and clients requirements.

Stability has also been a major benefit, with significant improvements to system stability over their original system. GFM have been able to concentrate on what matters.

One of the biggest factors for us, in taking on a new system, was the level of support we would receive. MaxContact have been exemplary in their support efforts. From set-up to ad-hoc ‘how to’ enquiries, we have always received the highest level of service. As well as simply responding to our queries, they provide additional value through their industry knowledge and experience.” Steve Brown

The Benefits –

  • Dedicated, knowledgeable account manager
  • Regular site visits
  • Continual training for existing and new staff
  • New features released regulary
  • Continual desire to improve service
  • True partnership relationship
  • Open and Honest
GFM was established in Colchester in 1989 by our current CEO Peter Sakal who identified an opportunity in the leisure industry, which has led to us today being an award-winning, industry leading customer experience agency that employees almost 300 people and works with some of the UK’s most loved brands in various different sectors.
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