Finance | InTouch

The Company

InTouch (IT) is an International company, specialising in helping organisations build and maintain a constructive dialogue with their employees.

IT works with a large number of blue chip companies and major public bodies by delivering free flowing two-way communication systems between senior management and the front line. It is vital to the success of its service that sensitive and confidential information is secure, yet can be accessed by employees and stakeholders around the world.

The Problem

IT has its own bespoke IVR system, allowing clients (employees and shareholders) to call in to a secure system and access internal announcements and gather feedback confidentially.

However, when meeting the requirements of an International Bank with thousands of employees around the world, they required a greater capacity to meet the volume of calls whilst still meeting the strict security needs of the bank.

The Solution

IT contacted BCH digital to assist them in providing its secure broadcast service to the Bank's UK and international employees.

BCH took over the hosting of IT's IVR service, replicating its system with secure PIN access and confidential feedback service, bringing it in-house to manage the broadcast.

International and UK employees were given separate numbers to dial and access the broadcast. Callers were guided to the 20min broadcast and informed that they could pause it at any point by pressing the allocated key. Following the broadcast, the caller was given the option of completing a short survey on their level of customer satisfaction with the broadcast. Callers who chose to participate in the survey were then asked a series of questions and to select their answer using the telephone keypad.

2938 Callers used the services, using many thousands of minutes. Following the smooth implementation of this hosting, IT has continued to run major projects with BCH and has used BCH's services to set up and provide a business continuity facility as a backup for IT's own in house capability. In addition, BCH have also gone on to provide SMS Text alerts for IT's clients.

Alasdair Edwards, IT: "With the nature of our business it is essential we deliver not only a reliable, secure and confidential service to our clients, but that it is universally simple to use. BCH deliver just that, their quick turn around and excellent technical support enable us to respond instantly to our customers' changing needs."