Sage turns to ntl:Telewest Business to help keep paydays on track

October 2007

• Business management software specialist Sage (UK) Limited delivers additional services to help its customers with payroll year end
  
  
• Additional 30,000 calls to central 0845 number at peak periods each day
  
  
• Sage ensures that employers across the UK have a smooth payroll process

ntl:Telewest Business, the supplier of communications services to the public and private sectors, is helping Sage to make paydays trouble-free for employers and their staff. Sage supplies business management software and services to more than 700,000 customers in the UK and delivers additional services to provide support and advice to its customers at certain times of the year, such as Payroll Year End.

Calls from Sage customers are made to a single 0845 number using a service provided by ntl:Telewest Business and transferred quickly and easily to the most appropriate customer support executive for their particular requirement. Demand for SageCover, the popular service offering for Sage's customers, typically reaches seven times normal levels in the months preceding and immediately after the annual payroll year end, when all UK businesses are required to file consolidated payroll information for employees to HM Revenue & Customs.

ntl:Telewest Business implemented a network extension to Sage's converged network to enable calls to be routed dynamically to the best available resource across multiple locations in the UK. This also enables customer records to be relayed directly to the executive handling the call and for extra resource to be made available as incoming calls volumes increase.

Mayank Prakash, CIO, Sage (UK) Limited, commented: "At Sage delivering exceptional customer services is a way of life. Each person in Sage is passionate about helping our customers to manage and grow their businesses - so it is natural for us to plan to provide extra services during payroll year end. ntl:Telewest Business has partnered with Sage to deliver a dynamic service to meet the needs of our customers and they implemented the service in an extremely tight timeframe."

"Sage receives more than 10 million customer calls a year and inevitably its customers are driven by the financial calendar and Government deadlines. No-one wants to be kept hanging on the phone waiting for a response from a support line. In this type of environment every customer must be treated as an absolute priority," said John Cunningham, director of business markets for ntl:Telewest Business.

The Sage system uses an IPVPN from ntl:Telewest Business' which means Sage can route calls between sites in the UK using internet telephony and make information available to service teams irrespective of their location. This means that the maximum possible resources are available when call traffic increases.

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