UK’s Only Formula 1 Track Takes 1st Step Towards Omnichannel Customer Experience

Silverstone is the only Formula 1 circuit in the UK.

With a capacity for over 150,000 spectators, the Grand Prix circuit is home to a wide range of motor sports and experience days. The scope of the contact centre activities largely covers ticket sales for the various events and experiences the circuit hosts. Discover how Route 101 delivered a single view of customer interactions, whilst empowering their agents to deliver multi-channel service.

Taking an incremental approach to cloud migration, Silverstone now has the framework in place for a full omnichannel suite of services – including chat, SMS, web and voice. Now, the business is free to pursue transformation at it’s own pace, working within budgets to ensure the decisions made are the best for both operations and customers.

The outcomes:

  • Full omnichannel capability enabled
  • Silverstone free to adopt an incremental approach when migrating to the cloud
  • Voice solution in the cloud for the booking office
  • Able to retain existing PBX for back office operations
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