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Leading Funeral Plan Provider Future proofs customer care

One of the UK’s leading funeral plan providers, Golden Charter, has transformed its customer communications by migrating to Daktela’s cloud contact centre.

Background

Golden Charter stands as one of the UK’s leading funeral plan providers, with over 30 years of expertise in the funeral industry. Headquartered in Glasgow, it is owned by an association of independent funeral directors, with an extensive network of more than 2,800 funeral director branches spanning the UK.

In January 2021, the UK government implemented legislation to subject all pre-paid funeral plans to the regulatory oversight of the Financial Conduct Authority (FCA) as of 29 July 2022.

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“Cost-effective, secure & reliable Daktela had everything we needed.” 

Ciaran O’Toole, Golden Charter’s Chief Technology Officer

ABOUT GOLDEN CHARTER:

Our customers have always been our first priority. We welcomed the new regulations.” Explains Ciaran O’Toole, Golden Charter’s Chief Technology Officer

We sought a solution that would be future proof for our business. Daktela had everything we needed and was cost-effective, secure, and scalable. Further down the line, we’d like the ability to introduce alternative ways of communicating with our customers, such as via SMS and What’s App, and this could be easily added on with Daktela. The solution means we could also easily offer hybrid working options for our employees. 

Transitioning 200+ Users from Avaya's On-Premise Solution

Embracing the benefits of an omnichannel communications solution, Golden Charter faced a pivotal transition: migrating over 200 Contact Centre and Back Office users from their existing on-premise Avaya solution. 

Understanding the magnitude of this shift for their business, Daktela stepped in to offer reassurance. We proposed a Proof of Concept (POC) exercise, a hands-on opportunity to experience the power of our telephony system.

This structured evaluation ensured that Golden Charter could confidently embrace the future, backed by the reliability and innovation of Daktela. 

KEY OBJECTIVES

Implementing Daktela company-wide

Following the success of the 30-day POC, Golden Charter implemented Daktela company-wide.

With their customers at the forefront of their minds, they did not want to introduce too much change. So Golden Charter decided to have a two-step approach, with the initial phase replacing their existing Avaya system like for like and a later stage focused on enhancing and improving the overall functionality of the telephony system.

Behind the scenes, the company also utilised MS Dynamics for their CRM, so as an open solution, Daktela could easily integrate this and all the sensitive historical data.

In preparation for the FCA regulations, the project needed to be fully auditable, so Daktela agreed to work within a PRINCE2 project management framework. This arrangement meant there was a need for a project manager at Golden Charter and Daktela who would have regular and documented project team meetings, stakeholder reviews and Executive Steering group sign-offs.

The migration from an existing on-premise solution to a cloud solution was managed effectively by Daktela and the company’s IT team over a period of 4 months. After complete testing and user training, the system went live and on time with Voice and Email in January 2022. 

Exploring Daktela Advanced System Features​

In July 2022, the FCA confirmed Golden Charter was authorised and regulated as a provider of funeral plans. 

Along with being a funeral plan company that customers can have confidence in, Golden Charter has been enhancing its customer service experience with additional features from Daktela.  The next stage will be to adopt a wide range of new communication channels, such as web chat giving its customers the choice to communicate and connect in their preferred way.

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