UK College Modernizes Customer Experience

Education

1,000

United Kingdom

See how a UK college used Graia to unify customer experience across its network with CRM integration, smart routing, and advanced dashboards.

5+ departments and users supported across their network

1 unified platform replacing legacy telephony & fragmented tools

335 agents use the Verint Teams capture for call recording and compliance services

Overview

UK College needed to move away from an aging, on-premise telephony system that no longer met the demands of its hospitals and multi-department operation. The organisation required a flexible, modern customer experience platform that could support different workflows, integrate with CRM systems, and provide stronger visibility — without disrupting critical services.

Graia delivered a secure, unified platform tailored to RVC’s operational complexity and designed for scale.

Challenges

UK College faced several obstacles that prevented them from modernising effectively:

A legacy system unable to support modern routing or reporting
Multiple hospitals and departments with different requirements
No unified CRM integration for caller verification or customer history
Limited visibility for supervisors and operations
No continuity plan for high-priority or emergency cases

UK College needed a platform that could unify their communications while still respecting each department’s autonomy.

Solution

Graia deployed a cloud-based platform that brought consistency, control, and intelligence across the organisation:

Progressive migration for each hospital and department to ensure zero service disruption
Tenant separation for security, enabling departments to operate independently
IVR + CRM integration to identify callers instantly and surface case history
Floating dashboards for personalised reporting at agent, team leader, and supervisor levels
Emergency queues to prioritise urgent cases and maintain 24/7 responsiveness
Webchat and voice consolidated into a single, manageable system

From routing to reporting, the platform was tailored to their real workflows.

“Graia is an excellent solution; it has all of the features you’d expect in modern customer experience platform… and combined with the excellent support, I would absolutely recommend Graia.”

Leadership member

Impact

UK College now operates with a modern, future-ready customer experience platform that supports both hospital operations and administrative departments.