Case Study
Atlantic Edge Credit Union - Call Center Implementation
Client Profile:
Atlantic Edge Credit Union (AECU) is a well-established credit union with 16 branches across Newfoundland and Labrador and over 130 employees. Like many growing financial institutions, they needed a communication solution that could handle their increasing call volumes while maintaining the personal touch their members expect. The challenge was finding a system that could work seamlessly across all their locations without breaking the bank.
Locations Throughout Newfoundland and Labrador
L'Anse au Loup
Mary's Harbour
Fogo
St. Anthony
Port Saunders
Happy Valley-Goose Bay
Deer Lake
Doyles
Jeffrey's
St. George's
Port aux Basques
Corner Brook
Carmanville
Gander
Triton
Mount Pearl
Challenges:
AECU was dealing with some serious communication headaches. Their old system couldn't handle the 1,400 calls they were getting on busy days, and with staff scattered across 16 different branches, coordinating everything was getting messy. They needed something that could pull from their large staff pool when things got busy, but also give them the reporting and management tools to actually see what was happening with their calls. The existing setup just wasn't cutting it anymore.
Solutions Provided:
We built AECU a complete communication solution that tackles both their member service calls and internal communications. The beauty of our approach was creating two systems that work together perfectly - no juggling between different platforms.
Call Center Platform
Our call center platform handle all the heavy lifting for member calls. Smart routing ensures calls get to the right person, queue management keeps wait times down, and the whole system is designed around making sure AECU's members get great service every time they call.
Corporate Phone System
The hosted PBX we deployed doesn't just handle their day-to-day business calls - it's directly integrated with the call center system. This means agents can seamlessly transfer calls between departments, access corporate directories, and collaborate without any technical barriers getting in the way.
Smart Agent Management
Here's where things get interesting - the system can pull 30 agents from their pool of 130+ staff members across all branches. When call volumes spike, they can quickly bring more people online. When it's quiet, resources can focus on other work. It's flexibility that actually makes sense for their business.
Implementation Highlights:
Seamless Integration
The real magic happens in how these two systems talk to each other. Calls can move smoothly between the call center and corporate systems, agents have access to all the tools they need, and management gets a complete picture across both platforms.
Built for
Growth
We designed everything to handle way more than their current 1,400 daily calls. The architecture can scale up as AECU grows, and adding new features or locations down the road won't require starting from scratch.
Hands-On Support
Our team worked directly with AECU's staff during the rollout. We trained everyone on the new systems, got management comfortable with the reporting tools, and stuck around to iron out any kinks. Nobody was left figuring things out alone.
Results:
Smooth Transition
The switch happened without any major hiccups. AECU kept serving their members throughout the whole process, and the new systems went live without the usual implementation drama. Both the call center and corporate phone systems are now running at full capacity.
Real Performance Improvements
The numbers speak for themselves - 1,400 calls per day handled smoothly, with 30 agents efficiently managed across the entire network. The integrated approach means better resource utilization and faster problem resolution when members need help.
Enhanced Member Experience
AECU's members are getting faster, more efficient service thanks to the new systems. Wait times are down and calls get routed to the right people more quickly. The integrated platform means members aren't getting bounced around between different systems or departments.
Conclusion:
This project shows what's possible when you take a holistic approach to business communications. Instead of just solving AECU's immediate call center needs, we built them an integrated platform that handles everything from member service to internal collaboration. The result is a system that not only meets their current needs but gives them room to grow.
The integration between the call center and corporate phone systems was key to the project's success. It eliminated the typical barriers between different communication channels and gave AECU a unified platform that actually makes their staff more effective. That's the kind of solution that delivers real business value.
Working with Alt Telecom was an absolute pleasure. They were attentive to our needs and worked closely with us to find an affordable solution that didn’t compromise on quality.
We are very pleased with the functionality and ease of use of the system they implemented. It has truly transformed how we serve our members."
Are you interested in finding out how alt telecom can help your business?
Book a free 1 hour consultation with us and find out how alt telecom can help you simplify your business' telecommunication services.
