The Associated Board of the Royal Schools of Music (ABRSM) is a cornerstone of the global music education community. Renowned for its role in certifying musical proficiency, ABRSM sets the gold standard for music examinations and education, serving millions of musicians, educators, and institutions worldwide.
When Rob, a new Infrastructure and Cybersecurity Manager joined ABRSM, he faced a daunting challenge: transforming a legacy communication system into one that could support a global music education powerhouse.
With over 200 staff members serving clients in nearly every country, ABRSM needed a reliable, modern, and scalable communication system to meet its growing demands.
ABRSM’s journey from an outdated telephony system to a Microsoft Teams Contact Center from Landis Technologies highlights the transformative power of simplicity, reliability, and partnership.
Challenges of the Old Telephony System
Upon Rob’s arrival, it quickly became clear that the legacy Mitel telephony solution was holding ABRSM back. The challenges spanned multiple areas and severely impacted operations:
- Time-Consuming Maintenance: IT staff had to dedicate up to one full day each week to keeping the Mitel system functional, leaving no time for strategic improvements.
- Convoluted Call Routing: The call-routing system frustrated users and callers alike. “People would press one for this department, then two for that option, then three for yet another thing—it was convoluted and frustrating,” Rob explained.
- Frequent System Breakdowns: Dropped calls, poor call quality, and frequent technical issues eroded trust in the system.
- Rigid On-Site Setup: The system’s inability to support remote work became glaringly obvious during the COVID-19 pandemic.
- Hardware Complaints: Poorly functioning headsets and outdated phones further compounded user dissatisfaction, adding stress to the contact center team.
- Impact on Morale: Frustrated by inefficiencies, staff struggled to provide high-quality service, leading to dissatisfaction and reduced productivity.
These issues were not just technical annoyances—they undermined ABRSM’s ability to operate efficiently and meet the needs of its global audience.
The Landis Call Center Solution: Simple, Scalable, Reliable
After evaluating multiple providers, ABRSM selected Landis Contact Center for its Microsoft Teams-certified telephony solution. Landis emerged as the ideal partner, offering a system that checked all the boxes for ABRSM’s needs.
- Seamless Integration with Microsoft Teams: Leveraging a platform already embedded in ABRSM’s workflows, the solution provided a unified communication environment.
- Simplified Call Routing: The overly complex menu system was replaced with straightforward workflows. “Now it’s basically, do you want to speak to the contact center? Yes or no,” Rob said.
- Cloud-Based Remote Work Capabilities: The new system enabled staff to work from anywhere, ensuring continuity during peak periods and increasing flexibility for the entire organization.
- Low Maintenance Requirements: Unlike the Mitel system, the Landis platform required minimal IT involvement. “We haven’t needed to make any significant changes since day one,” he shared.
- Scalability: The system easily handled spikes in call volume, particularly during exam periods, without additional configuration or support.
Implementation: A Tailored Approach
Landis worked closely with ABRSM to ensure a smooth transition to the new system. Through in-depth consultations, Landis tailored the solution to meet ABRSM’s unique needs, prioritizing user-centric design and ease of use.
The implementation process was seamless:
- The transition caused minimal disruption to daily operations.
- Landis eliminated the complexities of the old call-routing system, making the platform intuitive for both staff and customers.
- Remote work capabilities were integrated from the start, enabling ABRSM to adapt effortlessly to new working models.
“It’s amazing how simple things get when you actually speak to people about what they need,” Rob reflected on the process.
Measurable Impact: Transforming Operations and Staff Experience
Since implementing the Landis solution, ABRSM has seen significant improvements across its operations:
Operational Efficiency
- Reduced Maintenance Burden: The IT team reclaimed time previously lost to maintenance. “It just works,” he said. “We’ve not had to make any fundamental changes since day one.”
- Improved Call Quality and Reliability: Technical issues that plagued the old system were eliminated, creating a more dependable platform for users.
- Seasonal Scalability: Peaks in call volume, particularly during exam registration periods, are now handled seamlessly.
Enhanced Staff Satisfaction
- Frustrations with convoluted workflows and unreliable hardware are a thing of the past.
- Staff are empowered to work flexibly, contributing to higher morale and productivity.
Global Communication Simplified
- The streamlined system allows ABRSM to maintain high levels of service quality, ensuring a positive experience for their global audience.
- Downtime-related backlogs have been eliminated, freeing contact center staff to focus on serving customers.
A Future-Ready Solution
One of the standout features of the Landis solution is its future-readiness. While ABRSM currently uses only a fraction of the system’s capabilities, they value the flexibility and scalability that the platform offers.
“There’s tons of functionality we don’t use, but it’s good to know it’s there,” Rob noted. “If we changed our requirements, would it still meet them? I think so—but it’s hard to say because it already does everything we need.”
Key Lessons and Insights
ABRSM’s experience highlights several key takeaways for organizations considering a similar solution:
- Understand User Needs: Engaging directly with stakeholders to identify their specific requirements ensures the solution is fit for purpose.
- Prioritize Simplicity: A straightforward system not only improves user satisfaction but also reduces maintenance overhead for IT teams.
- Choose a Trusted Partner: The collaborative approach and reliable support provided by Landis have been instrumental to ABRSM’s success.
“Landis is a great solution…”
“Landis is a great solution that does everything we need it to do. I’m not one for dressing things up. The solution works. It does what I need. For someone with a working model similar to ours, I would happily recommend Landis as a contact center solution.”
This sentiment captures the trust and satisfaction that ABRSM has developed in its partnership with Landis.
Seamless Customer Experience
ABRSM’s transition to the Landis Call Center solution has been nothing short of transformative. By addressing long-standing challenges with a simple, reliable, and scalable platform, Landis has empowered ABRSM to focus on its mission of fostering global musical proficiency.
From reducing IT workload to enhancing staff morale and delivering a seamless customer experience, the Landis solution has exceeded expectations. For ABRSM, Landis isn’t just a service provider—it’s a trusted partner in their continued success.
If your organization is seeking a telephony solution that “just works,” Landis offers a future-ready call center platform that delivers simplicity, scalability, and peace of mind.