Engineering Class

CASE STUDY

The Institution of Engineering and Technology was formed in 2006 by the joining together of the IEE (Institution of Electrical Engineers) and the IIE (Institution of Incorporated Engineers).

 

Originally formed in 1871, changing their name in 1889 to Institution of Electrical Engineers (IEE).

The current IET Royal Charter and Bye-laws came into effect on 1 October 2016, incorporating amendments approved by a Special General Meeting (SGM) on 11 February 2016 and allowed by the Privy Council on 27 September 2016.

The IET are a global diverse home for over 168,000 engineering and technology professionals in 150 countries.

The IET has 1,200 staff globally and has offices in the UK, U.S., China, Hong Kong and India.

The Challenge

The IET had grown in both membership and staffing which had led to an agile working initiative and advanced functionality being required in the contact centre.

Soniza was commissioned to complete a telephony and contact centre strategy, run the procurement of a replacement solution and assist in the management of implementation.

The IET's telephony and contact centre platform was "end of life", no longer supported and required an expensive and unpalatable upgrade cost in order to become resilient. 

 

The solution was purchased in the early 2010s and no longer met with several critical business requirements. The platform was complex to manage, expensive to maintain and no longer meet the needs of the business.

Brainstorm Team Meeting
Business Meeting

The Solution

Soniza split the projects into three logical phases.

Phase 1 - The Strategy

Soniza ran several requirements workshops and brain-storming sessions with the management team to understand their corporate challenges.  We then worked with the project team to identify different strategic solutions in the market and created a Unified Communications (UC), Contact Centre and procurement strategy document.

The strategy was presented to the project board for agreement and clear deliverables were defined.

Phase 2 - Procurement

Soniza ran several workshops across the business to gather both functional and non-functional requirements. We created a business requirements document (BRD) based on the MoSCoW scoring matrix and this was agreed with the project team.

The BRD was then turned into a Request for Proposal and this was issued to six suppliers. The evaluation team analysed the responses based on Soniza's scoring matrix and short-listed two for a presentation and demonstration of their proposed solution.  Soniza managed the commercial negotiation and the preferred supplier was awarded the contract.

Phase 3 - Implementation

Soniza ran the implementation project management on the clients behalf.  This included keeping the project on time and budget, meeting and updating key stakeholders and success managers to ensure the highest adoption level possible.

The Outcome

The IET achieved the primary project goal of implementing a solution which was secure, resilient, supported enhanced functionality in the contact centre and allowed agile working to become a realistic option for staff.

 

The IET now has a fully omnichannel contact centre supporting voice, video, email, SMS and webchat.  They also have the management information to make informed business decisions and flexibility to increase capacity easily in peak times.

 

With business growth also came home working and staff are now more connected to the office and no longer feel isolated when working from home. This has allowed the IET to continue growing without the physical constraints of their office.

 

DIGITAL TRANSFORMATION
The IET now offers an integrated and collaborative cloud communications platform to staff across the organisation. This has facilitated their agile working strategy along with providing cost savings.

RESILIENT & FLEXIBLE INFRASTRUCTURE

The IET's infrastructure is now based in the cloud providing full resilience across all applications. The Open API's allow for easy integration and the solution is easily scalable as the business grows.

OMNI-CHANNEL CONTACT CENTRE

The IET has completed the transition from single

channel to omni-channel communications with

their members and customers.

The Results

Smiling Businessman

We chose Soniza to work with on our Telephony replacement project over a few other similar providers and we are glad we did.  Soniza evaluated our requirements and pulled together a comprehensive tender document and arranged the supplier's timescales.  They coordinated supplier returns and presented us with a very detailed analysis of the results.  I even had feedback from other people in the company saying that they wish all Tenders were this comprehensive.  Soniza was always there to help and provided a smooth transition over to the winning supplier.  Thanks for all your help"

Barry Percivial, Services Manager, The IET