Case Study: Marston Holdings achieves omnichannel BPO efficiency with MaxContact

Marston Holdings Omnichannel BPO Innovation

Marston Holdings, a leading BPO provider serving local authorities and government departments across the UK, needed a more capable contact centre platform to keep up with growing client demands. Their previous system had limited IVR flexibility, weak support for balancing inbound and outbound communications, and no real multichannel capability beyond voice, creating risks to service quality and future growth.

MaxContact implemented a flexible omnichannel contact centre solution with advanced IVR, SMS, webchat, email, real-time dashboards, and reporting. MaxContact helped Marston Holdings reduce queuing and repeat calls, improve first-time resolution and call handling efficiency, lower average handling times, and support remote teams nationwide while keeping operating costs down.

Marston Holdings

Craig Scott

Group Operations Director for Business Process Outsourcing