Olive Communications, a leading Cloud Telephony and Unified communications (UC) provider, were able to quickly deploy systems and services enabling Countrywide to continue to support their customers through homeworking.
Countrywide are UK’s largest property services group employing some 10,000 colleagues specialising in residential and commercial property. With over 60 established brands such as Bairstow Eves, Bridgfords, Hampton’s International, John D Wood, Mann and Taylor’s and trading through more than 700 High Street branches across the UK; the businesses needed to expedite its remote working telephony and IT capability in order to support a remote working team as a result of the COVID-19 pandemic.
Countrywide had recently partnered with Olive to digitally transform its infrastructure, investing in a Mitel Cloud unified Communication and Contact Centre service, powered by and delivered through Olive’s Cloud Managed Service Platform.
As the project approached the second phase of implementation, COVID-19 struck and a remote working service was needed quickly.
Within a week of placing an order with Olive, a rapid deployment solution was designed and implemented enabling Countrywide colleagues to seamlessly work from home.
Colin Tigg, Head of IT Procurement at Countrywide said: "It’s critical that Countrywide property management teams are available and responsive to manage our tenants essential and emergency housing needs. The COVID-19 crisis presented a huge challenge to the business as it required us to operate our business-critical functions from home, with minimal service interruption to our customers. Countrywide prides itself on delivering an excellent customer experience, and with the help of the highly adept and agile team at Olive, we are able to continue to support our customers and business operations efficiently and effectively.”
Countrywide’s homeworking employees are using a solution from global leader Mitel. The service enables communication and collaboration to deliver successful homeworking – managing personalised customer interactions, customer relations within the company portfolio of brands and interconnectivity between teams, through a managed Cloud based app that works anywhere on all devices – mobile, tablet or laptop.
Nick Beardsley, Enterprise Director at Olive said: “It was imperative for Olive to ensure that Countrywide’s core services were sustained during this challenging time, and that the required workforce were quickly and seamlessly transitioned to homeworking. By harnessing the very best in Cloud technology, we were able to design and deliver a homeworking service within 7 days.
As for the future, Colin Tigg added “This unprecedented time has been a steep learning curve for the property industry as we have had to quickly adapt our business processes and the way in which we interact with our customers. Working with the right partners, such as Olive, and utilising crisis systems and technology has allowed us to maintain operations and to continue to support our customers despite this challenging environment.”
Olive’s Chief Executive, Martin Flick, said: “Olive is working around the clock for clients to ensure they are able to maintain operational resilience & excellence."
“We are fortunate to be in an industry that is already accustomed to using technology as a substitute for physical human interaction and can work remotely in the Cloud. We will continue to support our customers and help them remain operational with an empowered and effective mobilised workforce, as we all go into the next phase of managing the pandemic and beyond.”