Manning Stainton improves customer service and creates a unified telephony solution.
Manning Stainton has successfully been helping people move for over 20 years. Operating from 19 prominent sales and lettings branches, together with Fine & Country and 5 specialist departments, Mortgages, Conveyancing, New Homes, Auction and Surveys, all ready to help their customers move.
Manning Stainton’s move to cloud telephony has helped improve customer service and create a unified and scalable solution for the company.
The challenge
Manning Stainton, Ryder Dutton and Mortimers, part of the Northern Estate Agencies Group operate from around forty locations across Yorkshire and Lancashire, providing a diverse array of services including property sales, property rental, mortgage services, auction house and prestige home sales.
Having grown through acquisition, the original Manning Stainton telephony system was becoming harder to manage with hardware and software located at each branch.
With over 430 employees either working across one or more of the forty locations, remotely or hybrid, they needed to have a centralised telephony solution that they could access and use regardless of where they were working from.
The solution
Moving away from a distributed architecture of individual telephone systems in individual branches, Northern Estate Agencies chose to implement an Avaya Server Edition system. The migration to a private cloud-based solution provided them with improved resilience, scalability and reliability.
The solution has also allowed back-office systems such as their property management system, Reapit, to be integrated with features including screen popping that automatically shows CRM details when an existing contact calls in.
Additionally, agents can now use the click-to-dial feature within Reapit, which further enhances customer service.
Moving to one consolidated telephony system sees the solution managed, supported and maintained more easily by the IT team in conjunction with CloudClevr through its NGC business unit.
The results
The implementation of the solution has been seamless with no trading impact, and staying with Avaya meant the Group could re-use their existing licenses.
Centralised call reporting, screen popping and click-to-dial have all helped support improvements both in terms of agent and customer experience.
The solution can now be managed, supported and maintained centrally from one location. With improved resilience, reliability and scalability Northern Estate Agencies Group can continue to grow knowing that their infrastructure can scale with them.
