Customer Story
Innserve Limited
Innserve modernises its contact centre to unlock visibility, resilience and AI-driven service
Background
Innserve is an established independent provider specialising in the supply, installation and maintenance of beer and soft drinks dispensing systems, supporting 80,000+ licensed and non-licensed premises across England, Scotland and Wales. With a 160-strong customer service operation, scale is their strength. But their contact centre technology hadn’t kept up.
The challenge: The familiar constraints of a legacy system
When Carly McGrain, Head of Customer Delivery, joined Innserve, she immediately recognised the contact centre platform. She had used the same legacy PBX in her previous organisation and knew exactly where it would struggle.
The system was clunky. It had no self-serve options – any minor changes required IT intervention. Reporting was basic. If something failed, recovery wasn’t quick enough.
Multiple disconnected systems at Innserve made things worse:
• Separate platforms for voice, web chat and SMS
• No unified performance view
• Reporting that took hours to compile
Most critically, the team lacked visibility.
“We couldn’t see how people were performing, whether the customer experience was good, or where training was needed for the agents. The data existed, it was just buried in different systems,” says Carly.
For a service-led organisation, that was a blocker to growth.
Carly had already seen what cloud contact centre technology could do in her previous role. When she joined Innserve and saw the same setup, she acted fast, engaging CloudClevr to design a modern, resilient contact centre.
The solution: Zoom – One platform. Built end-to-end.
After evaluating multiple options with CloudClevr, Innserve decided to adopt Zoom. During evaluation, Zoom Contact Centre stood out because the platform is built, managed and supported end-to-end by Zoom. For Innserve, that meant fewer dependencies, clearer accountability and a product roadmap that would grow with them.“We wanted something where everything was designed and supported by the same provider. We didn’t want to rely on multiple third parties just to make core functionality work.”
“The partnership with CloudClevr never felt transactional. It felt like they were trying to improve our service, not sell us a phone system.”
The CloudClevr difference: Partnership, not procurement
For Carly, the technology mattered, but the approach mattered more.
“CloudClevr didn’t just run a demo and chase us for a decision. They came on-site, learned how we operate and asked why we do things the way we do.”
That discovery-led process shaped the solution around outcomes, not features.
For Innserve, having a partner who can translate technical details into operational impact and who is willing to have honest conversations about priorities has been just as important as the platform itself.
“There’s a lot of technical language in these projects. Having someone I can call and say, ‘Can you explain what that actually means?’ makes a big difference.”
The solution: Visibility, resilience and AI from day one
Innserve is now moving to a Zoom Contact Centre platform integrated with Microsoft Teams, bringing voice, chat, SMS, and internal collaboration into a single environment. It gives them:
• One platform replacing multiple systems
• AI Assist for diagnostics live from day one
• Self-service knowledge access for field technicians
• Real-time performance dashboards for planners and agents
• Automated transcripts to eliminate manual call reviews
For Carly, the real value isn’t consolidation for its own sake. It’s what that consolidation enables. With unified reporting and live dashboards, she can see how teams are performing as work happens. Coaching becomes timely. Planning becomes data-driven. Success is measurable.
The AI features will be a huge value-add for them. Engineers will be able to self-serve user manuals, instructions and safety documentation instantly. And instead of digging through call recordings, everyone gets faster access to the information they need.
“Today, reviewing a call means finding the recording, listening to it, then documenting it. With AI transcripts, you can go straight to the interaction, capture what you need and move on. That saves a huge amount of time.”
The roadmap: Continuous evolution, not a one-off deployment
Carly is clear that this isn’t a “fit-and-forget system”.
“The last thing I want is for the system to go live and stagnate. We’re building a six-month and twelve-month roadmap, so we keep evolving.”
With CloudClevr as a strategic partner, Innserve plans to expand the Zoom system with AI use cases, advanced analytics and continuous service optimisation.
“When you make an investment like this, you want a partner you trust – someone you can be honest with and work through the next stage together. That’s exactly what we have with CloudClevr,” concludes Carly.
Innserve is moving from a fragmented, reactive contact centre to a resilient, AI-enabled service operation with full performance visibility and a clear innovation roadmap.
One platform. One view. Continuous improvement – Powered by CloudClevr & Zoom.