05 February 2025

Caxton has transformed its customer experience and business operations in partnership with Britannic.

The partners implemented the Five9 cloud contact centre solution, achieving a 21% reduction in call handling times and an 8% decrease in customer waiting times, plus maintaining an impressive NPS of over 70 during peak periods. Enabling them to improve customer experience and harness data-driven insights to shape strategic decisions while driving continuous improvements.

Britannic worked closely with Caxton understanding its objectives and assisting them in designing their digital transformation journey to improve their customer experience and business operations.

“As a company, we are deeply committed to delivering an exceptional customer experience,” said Mital Patel, CIO at Caxton. “We wanted a forward-thinking contact centre solution that could scale and adapt as fast as we do. Five9 and Britannic worked closely with us to ensure the solution aligns perfectly with our dynamic business environment.”

Britannic recommended the cloud based Five9 contact centre solution for their agents who hybrid work in the office and from home. The new solution allows them to scale up and down when required, such as in busy seasonal periods or for sales and marketing campaigns. It also provides additional robustness and security, which is paramount in fintech, plus the flexibility to add on applications when required.

Integration was critical to Caxton because they use several external systems such as Zendesk CRM, Hubspot and Microsoft Teams, all of which needed to be integrated for more seamless operations. The integration also provides real time data for agents who see a CRM screen pop of the customer when they call in, providing them with the contact details and the history so they can deliver a more personalised service and instantly see what their last call was about.