Denplan is a Ready Business
For the dental payment plan specialist, Being Ready means revolutionising its contact centres through our strategic transformation programme, Better Ways of Working.
Around 1.7 million people in the UK manage their dental bills through a Denplan payment plan, and more than 6,500 dentists are dependant on its services.
With its 200-seat contact centre in need of a radical overhaul, Denplan visited Vodafone sites in Newbury and Stoke to find out more about Better Ways of Working. They witnessed first-hand how space management, technology and addressing the way people work can offer significant benefits in employee productivity, customer satisfaction and operational efficiency.
Teams now work to defined policies on voicemail, call answering times, call length and standard performance measurements. VoIP has also been introduced to support chat, social and video interaction, delivering a new and improved customer experience.
“Vodafone quickly made me realise we needed to involve the whole Denplan business. They were able to rethink our contact centres from the ground up.”
Steve Marwick, IT Services Manager, Denplan