The Crown Estate

The Crown Estate is a commercial property business, tasked with enhancing the value of a £8.1 billion property portfolio encompassing urban, rural and marine assets. The organisation employs staff throughout the UK with principal offices in London, Windsor Great Park and Edinburgh.

Case Study
Solutions Used

Background

The Crown Estate first partnered with ComXo in 2009, using Virtual Switchboard to provide overflow support 4 days a week and complete phone cover 1 day a week. This quickly moved to a full outsource with ComXo taking all telephone calls for their main switchboard between business hours. The Crown Estate also used ComXo’s Business Communications Portal and Employee Information Line to communicate quickly with their employees in the event of an emergency.

The Challenge

With a busy switchboard receiving a wide variety of calls and only one dedicated member of staff in place, The Crown Estate found that other team members were having to pick up calls when their operator was unavailable, off sick or on annual leave. This was having a negative effect on departmental efficiency and brand continuity as call handling was not always consistent. As part of their Business Continuity Procedure, The Crown Estate needed the ability to communicate effectively with their team and have a central number that employees can call for up- to- the- minute information regardless of the incident, office or systems that were affected.

Our Solution

Outsourced Switchboard

ComXo provide The Crown Estate with a fully outsourced switchboard, employee information line and business communication solution, all delivered as a completely managed service. The process to implement the Full Outsource was in-depth, with The Crown Estate engaging with the business delivery team at ComXo at all stages to ensure that all information was accurate leading to all calls being correctly directed, especially important due to the complexity of the queries they receive.

Always current data & workflows

  • Contacts are connected to relevant FAQs and workflows
  • Starters & leavers updates will automatically identify any broken processes

Correctly directed calls

  • Sophisticated key word search
  • Scenario based call handling
  • Bespoke qualification process
  • Complex escalations considering rotas, locations & types of law

Identifying Inefficiencies

  • Review of MI to improve processes
  • Processes tailored to achieve first call resolution
  • Trend analysis to continue to drive efficiencies
The Result
By implementing ComXo’s VirtualSwitchboard on a full outsource basis, The Crown Estate is able to leave its switchboard activities to experts and concentrate on its core activities, safe in the knowledge that its brand and reputation is in safe hands. The Business Communication Portal allows The Crown Estate to keep everyone informed in the event of an emergency and as this is completely managed by ComXo, on a 24 hour a day, 365 days a year basis, messages are sent and followed up quickly and effectively, providing complete peace of mind.
Service Level Experience
Accurate knowledge database
Increased Efficiencies
Business continuity & Resilience
The Crown Estate
Knowledge Manager

Having our switchboard manned by personable and knowledgeable staff is key to maintaining our brand image. But equally importantly, the added value services that ComXo provide dovetail with our business continuity arrangements, ensuring that we can maintain our business in any eventuality. Having ComXo on our side is essential to the smooth day-to-day running of The Crown Estate

Find out more about the solutions used

Outsourced Switchboard

Workplace Helplines