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Marston Holdings
MaxContact powers BPO excellence in delivering essential government services
As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution, enabling them to efficiently manage diverse communication channels for their clients, reduce customer wait times, and support their UK-wide operations while handling approximately 900,000 annual contacts.
Meet Marston Holdings
Marston Holdings provides end-to-end transportation services across the UK, including consultancy, traffic technology, parking management, enforcement, and debt recovery for 280 local authorities and government departments.
This case study focuses on Marston’s Business Process Outsourcing (BPO) division, which operates contact centres supporting Local Authority Parking and Highways Departments, handling approximately 900,000 inbound contacts annually.
The Challenge: Limited Platform Capabilities
Before implementing MaxContact, Marston Holdings faced significant limitations with their previous contact centre platform that hindered their ability to meet evolving customer needs.
Their existing system lacked the functionality and flexibility to manage customer journeys effectively, particularly through the IVR system. The platform had limited capability to support both inbound and outbound communications equally well, and couldn’t adequately accommodate diverse contact channels beyond voice.
These constraints were becoming increasingly problematic as client demands evolved, leading Marston to recognise that a change was necessary to prevent significant limitations to their future business growth and service quality.
“We knew that staying with this platform would significantly constrain our ability to meet the evolving demands of our clients and customers in the next few years.” Craig Scott, Group Operations Director for Business Process Outsourcing
"With MaxContact we have a partner that has already proven themselves capable of implementing new features and tools to cope with our clients' evolving needs."
Craig Scott, Group Operations Director (BPO)
The Solution: Versatile Multi-Channel Platform
Marston Holdings chose MaxContact for its comprehensive functionality, flexibility, and scalability. The solution provided advanced IVR capabilities with customisable customer journey management, allowing Marston to route callers efficiently to the most appropriate agent.
This is complemented by robust multi-channel support spanning voice, SMS, webchat, and email – all with comprehensive visibility of customer interactions regardless of channel.
The platform’s real-time performance monitoring and customisable reporting tools give management unprecedented insight into operations, while enhanced quality assessment features help maintain service standards.
“The live dashboards help me and my Team Leaders live monitor what the agents are doing at any moment in time, so we can support them if they are struggling.” Daniel Evans, Operations Manager
Importantly, the system seamlessly supports Marston’s remote working teams across the UK, facilitating their distributed operational model.
The implementation process was exceptionally smooth due to thorough planning between Marston and MaxContact teams. Ongoing support has remained strong, with rapid responses to queries and site visits to optimise platform usage.
"The MaxContact platform allows us to provide a cost-effective, reliable, quality service to our clients."
Craig Scott, Group Operations Director (BPO)
Results: Operational Efficiency & Customer Experience Improvements
The implementation of MaxContact has transformed Marston’s operations and delivered measurable improvements in key areas. Customer experience has been enhanced through:
- • Reduced queuing times and fewer repeat callers
- • Decreased average handling times through effective call routing
- • Improved first-time resolution of customer queries
From an operational perspective, the platform has enabled Marston to optimise workforce management and gain valuable insights. The comprehensive performance monitoring provides data-driven refinements to customer journeys, ensuring callers reach the right department quickly.
Customised reporting capabilities have simplified contact centre management while maintaining lower overall operating costs compared to their previous provider.
The system has been particularly valuable in supporting Marston’s transition to a more distributed work model, with staff working remotely across the UK. Benefits include:
- • Simplified training with an intuitive, user-friendly interface
- • Effective performance management regardless of agent location
- • Enhanced quality assessment through call recording and monitoring tools
“MaxContact is extremely easy to use, it’s user friendly. I like that everything is on one screen so it’s easy to view all of the information required to deal with a call.” Ajmol Choudhury, Customer Service Agent
Through their partnership with MaxContact, Marston Holdings has established a solid foundation for future growth, with a platform that can adapt to evolving client needs. Regular collaborative discussions ensure the technology continues to support both existing clients and compelling bids for new business.
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