iomart - enhancing customer support through incovo solutions

Founded in 1998, iomart group plc provides over 120,000 Internet security products, hosting solutions and e-mail services to more than 60,000 customers around the world. Headquartered in Glasgow and with offices the USA and Thailand iomart currently employs in excess of 300 staff and is publicly traded on the London Alternative Investment Market.

Operating in an industry that requires constant customer contact, from outbound sales calls to inbound helpdesks, iomart needed to work with a communications partner who would maximise their service offering while keeping operational costs to a minimum.

incovo’s relationship with iomart began with the securing of the maintenance contract for their Avaya INDeX system in Lancaster. Following our successful support and maintenance to this site incovo were invited to make a proposal for the communications infrastructure of a brand new 100+ seat contact centre in Barrow-in-Furness.

After a detailed consultation period which examined iomart’s needs of dealing with high call volumes efficiently, incovo decided to recommend Avaya’s award winning IP Office system. IP Office is designed to give call routing, queuing and call coverage in the most demanding of call centre environments ensuring customers get through to the right person every time. In addition to this management in the Barrow-in-Furness centre were also able to keep track of their employees’ performance with the real-time / historical reporting capabilities of the system. Overall, iomart were delighted with the proposed solution and the successful installation, which included all the CAT5 cabling for the building.

iomart’s continued expansion has led to incovo installing a similar IP Office solution to iomart’s Blackpool outbound call centre and taken over the maintenance of the Avaya INDeX switch at their Glasgow headquarters which is their main inbound contact centre. The switch has over 150 extensions and is the centre of iomart’s customer support in the UK. Marie Murphy HR & Training Manager of iomart had this to say of incovo’s involvement to date:

“incovo has been invaluable in the implementation and maintenance of our telephony infrastructure. The transition from previous suppliers to incovo has been seamless and the continued support and direct contact with one Account Manager for all offices has ensured “a focussed relationship” is maintained as iomart continues to expand”.