"Our customers come first. Daktela offered a future-proof, cost-effective, secure, and scalable solution. It easily supports new communication channels like SMS and WhatsApp and enables hybrid working for our employees."
Golden Charter, one of the leading UK funeral plan providers, upgraded its customer communication by migrating from an on-premise Avaya system to the Daktela cloud contact centre. The change was prompted by new FCA regulations, requiring all prepaid funeral plans to be fully regulated and auditable by July 2022.
To prepare, Golden Charter partnered with Expense Reduction Analysts and launched a 30-day proof of concept with Daktela’s cloud-based solution. After its success, they rolled out the platform company-wide across over 200 users. The project was structured in two phases: initially replicating the existing telephony setup, followed by further enhancement of system functionality.
Daktela’s solution integrated seamlessly with Microsoft Dynamics CRM, supported remote and hybrid work, and was implemented under a PRINCE2 project management framework. The migration was completed in four months, going live in January 2022 with Voice and Email capabilities.
After gaining FCA approval in July 2022, Golden Charter now plans to expand its omnichannel communication, adding SMS, WhatsApp, and web chat to provide a more personalised and flexible customer experience through Daktela’s scalable platform.
