FourNet has delivered what its CEO has described as one of its most important customer experience projects to date.
The Manchester tech company has partnered with Alzheimer’s Society to help it use the cloud to transform its fundraising and support services.
Built in collaboration with FourNet’s cloud contact centre partners, the contact centre solution has been designed with the help of people with lived experience, through Dementia Voice, Alzheimer Society specialists and their Dementia Friends programme.
“This is one of the most important customer experience projects we’ve delivered. It has also been an emotional journey for the FourNet team,” said Richard Pennington, CEO of FourNet.
“We were determined to deliver the best possible solution for people living with dementia and to ensure that Alzheimer’s Society has world-class technology capabilities to support their work, their fundraising and the community.”
Over the course of a year, FourNet has worked alongside the charity to design, build, install and deliver the new care and support centre.
“Dementia is the UK’s biggest killer. One in three people born in the UK today will develop dementia in their lifetime. Alzheimer’s Society is here for anyone affected by dementia, providing help and hope,” explained Jennie Mummery, Senior Supporter Care Engagement Manager at Alzheimer’s Society.
“We have thoroughly enjoyed working with FourNet and NICE on this unique solution, which has delivered an unrivalled care and support centre, harnessing technology, expert advice and input from people living with dementia, which will really help our teams.
“We collaborated closely to ensure that our fundraising teams have the very latest technology at their fingertips and our dementia support services can deliver the very best experience for people living with dementia. We expect FourNet’s new solution will be transformative for Alzheimer’s Society and will help us reach more people, so no one has to face dementia alone.”
FourNet was selected following a procurement process in May last year.
The initial aim was to replace its outdated contact centre set-up, with an omni-channel system for frontline teams and to migrate 900 staff onto a new softphone application.
New technology has also been added which identifies important emails and contacts for the Society’s fundraising teams in order will help the charity to maximise support through donations.
“We are extremely proud of the strong bonds and collaborative partnership we have forged with Alzheimer’s Society. It’s been a truly immersive experience where we have learned how a person living with dementia sees the world and how their lives are affected and have designed a technology solution to remove as many of the obstacles in the customer experience journey as possible,” said Amanda Henderson, Solution Architect at FourNet.