Case Study: Swale Heating achieves one-third cost reduction and better customer service with 8x8

Heating Company Cuts Costs While Improving Customer Service and Productivity with 8x8

Swale Heating, the largest independent heating company in the South of England serving Kent and Sussex, handles roughly 10,000 customer calls per week. Its legacy on-premises PBX had only a 30-line capacity, causing long hold times at peak periods and limiting flexible working options for staff such as working parents and carers.

In January 2016 Swale deployed 8x8’s cloud ECaaS—Virtual Office, Virtual Contact Center and ContactNow—expanding contact center capacity (to 80 agent seats and 160 phone seats), enabling skills-based routing and callback options, and integrating injixo for workforce management. The solution made seasonal scaling and remote work easy, improved call handling and customer communications, boosted employee productivity, and cut communications costs by about one-third.

Swale Heating

Jamie Monk

Contact Center Operations Manager