Laithwaite’s launches multi million-pound digital platform

Laithwaite’s wine merchant has announced a multi million-pound investment in a new cloud-based communications platform as it seeks to adapt to changes in the way customers buy wine.

Olive Communications chief executive Martin Flick

The new platform is being designed, implemented and managed by cloud-based business communications provider Olive Communications.

Laithwaite’s operations director Martyn Oakley reported that it had seen a change in the way its customers engage with the company and as a result felt the time was right to fully commit to cloud-based digital communication.

The new platform, called the Cloud Omni Channel Contact Centre solution, became operational just before Christmas.

“Digital technology, the web and smart mobile devices means the way we engage with our customers is increasingly changing,” Oakley added.

“Through the tender process we were looking for a partner that could not only provide us with a best-in-class contact centre solution, but also had the experience and capabilities to help us implement our digital customer contact strategy. In Olive, we found that partner.”

Laithwaite’s new digital communications solution will be built on telecoms company Mitel’s cloud-based platform and is incorporated into Olive’s Cloud Managed Service Platform (CMSP). The Contact Centre incorporates workforce management, voice recording, quality monitoring, screen recording and an Interactive Voice Response (IVR) platform.

The system is located over dual data centres, delivered via a private cloud, making it highly resilient, secure and scalable, a spokesperson for Olive said.

Olive Communications CEO Martin Flick said: “We are delighted to have been selected by Laithwaite’s for such an important project… Laithwaite’s set the standard for customer excellence and we are proud to be chosen to help them improve this further.”

Oakley added: “Choosing a long-term partner to help us transform our contact strategy was an extremely important decision for us.

“The tender process included some of the largest communication providers in the UK, however Olive’s approach was very different to the others and they gave us confidence from the start. We now look forward to working with Olive to deliver the expected benefits to our business and our customers.

“The team take a strategic, consultative approach. They understand how to balance commercial challenges facing procurement teams, with the enabling role that telecoms and technology can deliver to businesses. Their customer service is first-class and the relationship is strong, which earned them the right to talk to us about our wider telecoms estate.”