Case Study: Chelsea Football Club
Chelsea FC, founded in 1905, is one of England's leading and longest standing Premier League football clubs. The Club has a number of facilities in different locations with very diverse activities. The 41,841 capacity stadium at Stamford Bridge is home to the football club itself, but also hosts conference and banqueting facilities for corporate hospitality, meetings and events, a health club, hotels, and the club's megastore facilities.
Chelsea FC is a high profile organisation with a world class reputation to maintain. Its original communications system and Contact Centre was installed in the late 1990's when the West Stand was rebuilt, and the Club chose NextiraOne to design and implement the new system based on Alcatel-Lucent technology.
Working closely with NextiraOne to discuss their long term needs, Chelsea FC felt that the Alcatel Omni-PCX system recommended by NextiraOne would be the best solution to meet their requirements. NextiraOne also recommended the OmniTouch Contact Centre. This was a perfect solution for the club as it enabled them to split one Contact Centre into two operations covering both the main switchboard and the club box office, handling enquiries for tickets and also for the other activities of the club, including hospitality and the megastore. The auto-attendant call routing software ensures calls are sent to the correct department, saving valuable agent time and removing irritating holding time for customers.
- System performance indicates 99.999% reliability
- The Contact Centre routes calls efficiently between departments and sites
- The use of intelligent routing provides improved customer experience by reducing hold times and speeding up transactions
- Long-term scalability means the system can continue to grow and adapt to the changing business environment of the Club.