Solgari Client Stories
LW Theatres - Customer Experience
Background
LW Theatres, formerly known as Really Useful Theatres, stands as the largest operator of musical theatres in the UK.
Challenge
They were facing challenges with unintegrated solutions across their venues, they realized the need for a comprehensive Customer Engagement to enhance user and customer experiences while reducing operational costs. Their strategic roadmap involved replacing outdated legacy systems with a solution natively integrated into Microsoft Teams, hosted in Azure.
Solution
Phase 1: Solgari for Microsoft Teams Deployment
In the initial phase, Solgari successfully deployed its Customer Engagement solution for Microsoft Teams, providing LW Theatres with a fully integrated Contact Centre functionality that included support for SMS, WhatsApp, and Facebook Messenger. The collaboration with their existing payment provider ensured a seamless and secure process for phone payments, adhering to PCI-DSS standards.
Phase 2: Back Office and Home Office Integration
The upcoming Phase 2 focuses on deploying Solgari for Microsoft Teams in back office and home office environments, involving the onboarding of an additional 100 users. This expansion aims to further streamline operations and provide a consistent experience across different work settings with Solgari Co-pilot included.
Results
- Improved Experience: Significantly enhanced employee and customer experiences. Unified data enables contextual customer service, resulting in more personalized interactions.
- High Speed to Value: Solgari's rapid configuration allowed LW Theatres to start trialing the solution within days, ensuring a quick and efficient implementation process.
- Integration Capabilities: Solgari's superior integration with the Microsoft stack was a decisive factor over competitors like Anywhere 365. Unified data without silos enhances collaboration and information sharing across the organization.
- Payments Compliance: Adherence to PCI-DSS standards ensures a secure and compliant environment for processing payments over the phone, supporting LW Theatres' business use case.
Testimonial
LW Theatres truly lives up to its name as the largest operator of musical theatres in the UK. As a seasoned theatre enthusiast, I’ve had the pleasure of attending numerous productions at their venues, and each experience has been nothing short of spectacular. From the grandeur of the theaters themselves to the impeccable performances on stage, LW Theatres consistently delivers top-notch entertainment that leaves audiences in awe. Bravo!
John Smith, CEO of XYZ Energy Solutions
