Case Study: Golden Charter future-proofs customer care with Daktela

Leading Funeral Plan Provider Future proofs customer care

Golden Charter, a leading UK funeral plan provider, faced the challenge of migrating from a legacy Avaya on-premise contact centre system to prepare for new FCA regulations. They needed a future-proof, secure, and scalable solution that could integrate with their existing MS Dynamics CRM. The company engaged Daktela to implement its cloud contact centre platform to meet these regulatory and operational needs.

Daktela provided a complete cloud-based contact management solution, working within a PRINCE2 framework to ensure a fully auditable migration. Following a successful proof of concept, the system was implemented over four months, going live with voice and email functionality on time. This Daktela solution provided the secure and reliable foundation Golden Charter required to gain FCA authorisation, while also giving them a scalable platform to easily add new customer communication channels in the future.

Golden Charter

Ciaran O’Toole

Chief Technology Officer