Telecom Together Case Study - Crown Mortgage Management

Background

Crown has been trading for over 35 years and has been a provider of outsourcing solutions for Mortgage Administration for the last 10 years. Crown has experience in secured and unsecured lending in both the Residential and Commercial markets.

Each of Crown's clients receive a tailored service specific to their individual requirements and is supported by a dedicated team within the Servicing Division. All procedures are approved by the client and meet all regulatory requirements.

Crown believes that by identifying and outsourcing the non-core areas of your business you can concentrate on those operations that are fundamental to your future success and profitability.

The Business Requirements

In early 2006, Crown Mortgage Management set about addressing certain business challenges - to underpin their service delivery; to ensure ongoing compliance with the regulatory environment; to reduce costs, and improve the management information generated from their telecommunications infrastructure.

Leo O'Donnell, head of technology services, commented: 'We had a telephony solution in place that didn't reflect the latest technological capabilities - both in our call centre and elsewhere in our business, and we recognised the benefits that would come - in terms of client service; staff training and management information - from investing in the right solution. We also recognised that finding the right solution - and the right service delivery partner - can be a risky process.

'We decided to embark on a thorough procurement process. We characterised our requirements in terms of outcome priorities, and we invited a number of potential suppliers to provide advice and a suggested solution to address our needs.

'We operate in a competitive industry, and we are a multi site operation, so the right solution at the right price was critically important. We also weighted our evaluation criteria in favour of service providers who would support the ongoing evolution of the solution we chose'.

Addressing the business challenges

Leo O'Donnell described the requirements:

'We wanted a single supplier who was able to provide a competitive and responsive service. We wanted management information, and we needed a robust call recording solution for our call centre. It is important that we have the appropriate technology to support staff in generating the best return for our clients, and it is also important that we can share that information with our clients.

'We wanted a long term supplier relationship that we can go to for all our telecoms requirements, and from whom we can expect - and receive - ongoing advice, and technical support to meet all of our evolving needs.

'Since working with Telecom Together, we have implemented a resilient and reliable Mitel IP phone system, that gives us a common platform across our business; we have implemented an Oak call recording solution that is compliant with our regulatory environment and is also a very useful management and training tool; we have consolidated all our network services - inbound and outbound, and we have consolidated our mobile phone and blackberry requirements.

'In the current financial climate, our services are in particular demand. We are opening a new office in London to serve a number of our city based clients. Rolling out and managing the telecoms infrastructure is a straight forward, cost effective exercise. I am happy that we selected Telecom Together as our business partner. I commend their approach in supporting our business requirements'.