GMHBA is a not for profit health fund, covering more than 230,000 Australians and we pride ourselves on product choice, flexibility and customer service. With an ageing telephony system, and some ongoing issues, the existing contact centre solution and telephony hardware wasn’t the platform for GMHBA to move forward with, so GMHBA engaged CCA to help understand the market and implement a new solution.
Steve Pels played the role of Project Manager and was key in delivering a successful project in extremely tight time commitments. The roll out of contact centre technology requires engagement from multiple stakeholders and Steve was able create a successful project environment through his excellent project management skills, ability to understand best practice contact centre process, external stakeholder management skills. and his ability to understand the technical side at a deep level.
Without Steve’s involvement the project would not have been delivered to the high standard or on time. Steve, I thank you again for making it a success.