Case Study
Opal
Opal is a registered charity that provides independent advocacy services and activities for people within the Oldham community with learning disabilities and autism.
Their mission is to work with people with learning difficulties or who come from less privileged backgrounds to make sure they have a voice in shaping the services they provide so that they can have the same life changes as everyone else.
They do everything they can to provide a voice for the less fortunate people who deserve an equal chance at life. People with learning difficulties are at the centre of who they are. The charity has been in practice for over 40 years and is continuing to grow from strength to strength. With established partnerships with Oldham Council, Action Together, Stop Hate Crime and the Living Wage Employer, they can grow their practices to more people who would value their services.
Chief Executive, Michelle Anderson, has been in the role for over two years but has been part of the charity for 11 years and counting. When she first joined the charity, their telecommunications were provided by previous supplier. Michelle described having received long-haul responses, a lack of customer support and deterring customer service as the relationship manifested. These problems affected Opal as when issues arose, they had no clear instructions on the actions at would be taking place to sort out the problem.
This caused a lack of faith in the company and a poor client relationship as it started to affect their work, slowing down their diary tasks from inefficient phones and poor internet connectivity that caused a standstill at work. This was an issue as it made Opal not able to provide the best service possible for their customers when they wanted to use their facilities.
The event that caused the breakdown in the relationship between Opal and their supplier was when in the shared council building, the generators were being tested and when they came back on their internet was still off. Their concerns were not attended to, even though they spoke to multiple people within the business when the tests were going to happen again. From that point, Michelle seeks out for help in finding a new telecoms provider that would be a reliable partner for the charity.
The charity has been in practice for over 40 years and is continuing to grow from strength to strength. With established partnerships with Oldham Council, Action Together, Stop Hate Crime and the Living Wage Employer, they can grow their practices to more people who would value their services.
The benefits that the switch provided Opal was they had a better initial relationship with their telecom provider. They also benefited heavily from better customer service as they can receive constant updates on upgraded packages or when an issue arises in real-time. This helped reduce their lack of faith and strengthen their confidence in Red Rock’s capabilities of service. Red Rock’s constant client visits also ensure that we are part of their family, understanding the great work they do and the lives they impact with their services, powered by our telecommunication solutions.
A more complete process allowed Michelle and the team to understand the timeline of events when it came to the installations, which they could communicate efficiently to their partners and customers. Quicker responses, super-fast internet connection and an advanced telephony system have benefitted Opal in a great way to allow them to be more connected internally and provide superior customer service to their clients and partners, on a day-to-day basis.
These benefits resulted in:
