Case Study: Saxon Weald achieves improved customer service and reduced call transfers with Daisy Group's MiContact Center

Saxon Weald - Customer Case Study

Saxon Weald, a housing association with almost 6,000 homes across Sussex and Hampshire, identified poor customer satisfaction and high levels of internal call transfers after a service review. Seeking an integrated contact centre that would work with its new Orchard CRM and support future channels, Saxon Weald turned to long‑standing partner Daisy, which recommended a Mitel MiContact Center solution to replace the organisation’s ageing telephony.

Daisy implemented the MiContact Center (integrated with the existing MiVoice Business platform and Orchard CRM) to support 20 agents and deliver inbound voice routing, skills‑based routing, service‑level monitoring, queuing and real‑time reporting. As a result, Saxon Weald reported a massive decrease in internal call transfers, reduced abandoned calls, faster agent responsiveness during peaks, a quieter contact centre and measurable operational and cost efficiencies—delivering better visibility, decision‑making and regulatory compliance thanks to Daisy’s solution.

Saxon Weald