A British supermarket chain founded in 1949, serving customers across the nation from their network of stores and online services, including supercentres, superstores, supermarkets, petrol filling stations and depots.

 

 

Challenge

In February 2021 it was agreed that a new retailer would acquire the client from their US headquartered Parent, a move that opened an exciting new chapter in the client’s long heritage of delivering great value for UK shoppers.

However, this also raised some extensive challenges for the client. They needed to move away from their existing systems and implement new infrastructure across the board, with a strict deadline set before financial penalties would occur. As part of this, they approached Cisco and Natilik to help them to migrate away from their old CUCM/CCX solution to something cloud based.

 

Solution

The Natilik team started the client’s journey with several discovery workshops and business requirement capture sessions. After understanding their desired goals and outcomes, Natilik proposed a WxCalling solution, integrating with Microsoft Teams, as well as WXCC. Alongside this, the new solution requires porting each of their 1,095 existing number ranges from KCOM over to Gamma, increasing their number of SIP channels, consolidating their costs and providing them with the capacity to scale rapidly during busier seasons. This new cloud hosted telephony and contact centre solution will be supported by Natilik‚Äôs global 24/7 Tech Support team across all the client’s branches, alongside Service Delivery and Client Success services to ensure they are constantly recognising value above and beyond just using the technology.

Outcome

  • Reduced complexity

    The client now has access to one integrated solution across all of their UK branches, supported by one global partner who understands their requirements and manages all vendor relationships.

  • Speed of delivery

    The client was up against strict timescales to migrate their infrastructure. The Natilik team were able to deliver at speed to meet these deadlines, with dedicated project management and a team of highly qualified engineers working tirelessly to exceed their KPIs.

  • Increased flexibility

    As with any supermarket chain, seasonal demand plays a big part in the demand on their infrastructure. By moving to a cloud-based telephony and contact centre solution, the client's team will be able to scale with ease to meet customer demand.