Since 2012 the world’s most famous educational publisher Encyclopædia Britannica has been entirely digital, producing a range of learning products for all levels of ability.
Like all modern businesses, looking for efficiencies is a continual process for Encyclopædia Britannica. Most recently they decided to review operations within their UK subsidiary, which looks after sales in Europe, the Middle East, and Africa.
As a part of the review, Teniel Pillai, Human Resources Director at Encyclopædia Britannica decided to take a look at the performance and cost analysis of their existing telephony system, and soon discovered that investing in an upgrade was necessary.
With their active sales teams spending a lot of time on the phone to customers across Europe and Africa, choosing a cost effective solution became a priority. They also needed something much more modern that would allow calls to be redirected to relevant members of staff regardless of location, so that those working from home would not have any issues picking up calls.
Having previously improved their network security with Kerio Control Teniel shortlisted Kerio Operator as a possible solution. In the end, several key factors led Teniel to choose Kerio Operator; ease of use and hassle-free support from their reseller (Daedalus Computing). As a bonus, Kerio Operator was cheaper. According to Teniel, they are “now saving around £10,000 GBP per annum”.
They are also able to record and monitor calls, which has improved their sales effectiveness. “We’re able to capture best practice and spread it throughout the sales team. We use the calls of the best-performing staff as model calls in staff training”, says Teniel.