" Good commitment to the project has aided a very good working relationship between both the Audit Commission and Kainos. "

Caroline Murphy, Senior Project Manager, Audit Commission

" We were impressed with Kainos’ in-depth knowledge of SharePoint and how its use can derive greater business benefit. "

Mary Kane, Implementation Manager, C2k

" It was important for us to deal with a supplier (Kainos) that understands the special requirements of public sector organisations. "

Oliver Douglas, Senior Staff Officer, DCC

" It has been a pleasure to work with such a professional organization with knowledgeable staff and good customer focus. "

Martin Price, Extract Technology

" Kainos has created a unique customer-centric website that delivers fast and accurate insurance quotes. "

Brendan Hughes, eCommerce Manager, FBD

" The service and performance, provided by Kainos on the Kofax implementation was excellent. "

Nigel Byatt, E-Government Program Manager, Harlow District Council

" The success of this project is as much about the partnership with Kainos as the technology itself. "

Ross Morley, Programme Manager, Havant Borough Council

" We were impressed by Kainos’ clear and business benefits driven approach to addressing our key requirements and helping to articulate the solution benefits. "

Lesley Bett, Programme Manager, Information Commissioners Office

" Kainos’s track record implementing EDRM solutions in other councils was very comforting to North Somerset. "

Barrimore England-Davis, EDRM Project Manager, North Somerset Council

" The case management solution has resulted in better service delivery and a more effective operation. "

Jon Freeman, Royal Institution of Chartered Surveyors

" Kainos put forward a very positive team that showed great commitment and knowledge throughout. "

Declan McKibben, Application Portfolio Manager, RTÉ

" The new scanning system has already made a difference to our business and has improved the level of operational efficiency. "

Richard Evans, Internet Manager, C&W

" Kainos had a wealth of experience in EDRMS projects and a deep understanding of SharePoint. We are very pleased with the knowledge and expertise. "

Julie Parish, IT Support Service Manager, GWH

" Kainos has been excellent and a pleasure to work with. We couldn’t have done it without them. "

Mark Eustace, Systems Development Manager, HSCB

" Evolve™ enables us to harness the true value of information at our fingertips for quicker and better patient care. "

Neil Turnbull, Head of Programme Delivery, The Ipswich Hospital NHS Trust

" The Kainos team worked well to deliver a superb product which has been very well received. "

John Evans, Scottish and Southern Energy

" We are absolutely delighted by the Integrated Customer Services Centre developed by Kainos. "

Dominic Lumsden, Operations Director, Ulster Bank

" Kainos has used their excellent knowledge of content management to advise and guide us throughout this project and deliver it on time and to budget. "

David Fitzgerald, Project Manager, WYP

" Kainos has an in-depth knowledge of SharePoint 2010, a strong project management discipline, and a wealth of experience in the public sector. "

Louise Kearney, Director of Organisational Development, NITB

" Kainos, Evolve, understood the strategic vision for the NHS and demonstrated drive and enthusiasm in supporting us in implementing the EDMS. "

Nick McDonnell, Head of IM&T, West Suffolk Hospital NHS Trust

" The service and performance, provided by Kainos on the Kofax implementation was excellent. "

Nigel Byatt, E-Government Program Manager, Harlow District Council

Northern Ireland Electricity

NIE Case Study PDF

The Challenge

Northern Ireland Electricity (NIE) is the largest company within the Viridian Group and is responsible for the distribution of electricity throughout Northern Ireland. NIE services 700,000 customers and manages a significant level of customer service calls.

During a season of severe storms and inclement weather, customer service calls increased dramatically and NIE was faced with the challenge of improving their handling of these service calls. In response to the challenge they announced a £2 million investment in new communication technology to enhance its trouble shooting call-handling capability. ICL co-ordinated the overall solution, but turned to Kainos to provide the crucial customer relationship management (CRM) component.

The Solution

The CRM solution developed by Kainos for NIE includes;

a call handling system with virtual communications centre over three sites
integration to NIE’s legacy systems such as billing, fault reporting, accounting, and new appointments
an easy-to-use front-end software application that provides NIE customer advisors with easy access to all customer data

The Benefits

Excellent customer service - the call handling system provides a single point of contact for its customers. This means that NIE can identify faults rapidly and provide more accurate information on progress around queries.

Increase efficiency and productivity – previously NIE could only handle 5000 calls per hour. The new call handling system can handle 20,000 calls per hour.

Reduce costs - NIE has been able to rationalise its workforce from thirteen call centres to three, while at the same time increasing the quality of their customer service.