Service Management Specialists


new customers cost upto 25x more, so retain your existing ones

Success for one of our valued customers - Pennon Water Services

image credit: Deep South Media

A successful contact centre implementation in preparation for the OpenWater market at Pennon Water Services.

Success meant:

  • Inbound call routing configured
  • PCI compliant phone payments
  • Integration between telephony and Salesforce CRM Service Cloud
  • Being fully trained
  • Being ready for market opening ahead of time

More customers can mean a more successful business. But fully understanding the product offerings at first line on the customer service desk is a challenge.

Sapphiratech help to get your customers to the subject matter experts and equip you with skills, processes and tools for success.

We've worked for customer service teams, we've managed staffing and been through several CRM and telephony integrations. We get the fine detail, the big picture and the need to develop the service over time. We want to be with you every step of the way.

We've implemented and developed the following systems:

- Microsoft CRM

- Goldmine Enterprise CRM

- Sage CRM

- ServiceNow

- JIRA Servicedesk

- Insight CRM

- Storm Cloud Telephony

- Shoretel SIP

We've also integrated these with back office ERP and trading systems, such as Dynamics GP, Access Accounts, Excel EFACS. Why is this important? It gives our consultants a breadth of knowledge to advise and build requirements around the art of the possible.

Our partnership network also covers testers, infrastructure, telephony, development and middleware partners.

Ask us about our project management service for your customer service desk project. Call on 0117 457 6754 or email

Our Certifications

Certifications mean a lot to us and our customers. They provide our customers with assurance over our professionalism and they keep our consultants developing their open mindset. #LifeLongLearning