Russell White, Head of Customer Operations at Bluecrest Wellness, partnered with SVL to replace their legacy contact centre platform and transform operational performance.

As their operations evolved, Bluecrest identified the need for a more integrated, future-ready platform to enhance contact centre performance and customer experience.

With SVL’s consultative and agnostic approach, Bluecrest selected NiCE CXone, unlocking improved operational efficiency, smarter analytics, and a more agile workforce.

Together, the teams have delivered powerful results, including:

  • 13% reduction in agent hours
  • 3% uplift in answer rates
  • Callback wait times cut to under 2 minutes
  • Greater stability and visibility across operations
  • A scalable platform to support Bluecrest’s preventative healthcare mission

We caught up with Russell to learn more about the transformation and what made SVL the right partner.

A critical need for change

“Our previous platform could no longer meet our needs”, explains Russell. “We were dealing with outages with our outbound activity. The team ended up spending a lot of time talking about faults and finding solutions, and that’s not where we wanted to be.”

“I was ready to make a big change to improve our systems. I spoke to 20 providers and did all the necessary research. In the end, I narrowed it down to 9 providers, but NiCE CXone really stood out to me.”

Russell saw an opportunity to build on a successful workforce management relationship with SVL, having worked together historically.

“Right from the start, what really impressed me was how honest and balanced SVL were. They didn’t just push NiCE, they helped us weigh up our options. It was clear their priority was finding what worked for us.”

Fast rollout and exceptional support

With 750 phone lines to port and short timescales, the overall implementation was complex and required great care to minimise disruption.

“Honestly, I’d normally expect a rollout like this to take 6 to 12 months. But we did it in 2 months,” says Russell. “We hit a few snagging issues, but what really stood out during this period was SVL’s response and approach.

SVL maintained a constant bridge line, deployed senior technical staff around the clock, and worked closely with Bluecrest and NiCE to get it right.

“I’ve never experienced support like that. I wasn’t bounced around a dozen engineers. It was a tight-knit team that stayed with us throughout it all. Everyone involved was phenomenal.

We were up testing lines in the early hours of the morning together as we wanted to make sure everything worked. That kind of commitment is rare. Even during post-launch troubleshooting, the team was proactive and present.”

“Everyone focused on getting the job done and overcoming the snags. No finger-pointing, no excuses. In all honesty, SVL’s overall approach actually built more trust. It showed us how they’d respond if something went wrong in future, and that gave us so much confidence.”

Meaningful operational improvements

With CXone now fully in place, Bluecrest has seen tangible results:

  • 13% reduction in agent hours
  • Over 1-minute improvement in Auto Summary generation
  • 3% increase in answer rates, achieved without increasing headcount
  • Callback wait times cut to under 2 minutes

“The callback functionality has been a game changer,” says Russell. “Before, customers were waiting for extended periods for a call back. Now, it’s integrated into the live queue, and they’re speaking to someone within two minutes.”

Bluecrest agents also benefit from tools like Co-Pilot, which supports live sentiment analysis and post-call summaries.

“We’ve only just started tapping into Co-Pilot’s potential, but the team already loves the real-time visibility. It helps them feel more in control.”

A trusted, long-term partner

“The relationship with SVL feels collaborative, like working with people who genuinely care,” Russell says. “They don’t just talk the talk. They’ll be there with you whenever you need them, making sure your systems are working as they should be.”

Right from the start of our relationship, SVL worked closely with us to meet internal targets which showed clear integrity.”

SVL continues to support Bluecrest with knowledge sharing, optimisation, and future planning.

“We go to events together, deliver talks together, and we socialise. It’s a real partnership. I know I can pick up the phone any time and get help. You can’t put a price on that.”

Supporting a mission that matters

Bluecrest is driven by a powerful mission to help people to live healthier for longer by making personal health monitoring easy and affordable.

“This isn’t just a job for me,” Russell says. “This work saves lives. The more stable and efficient our systems are, the more people we can reach, and the more impact we can have.”

He adds, “I read the customer feedback. People thank us for giving them more time with their family. How many jobs give you that?”

With a long-term agreement in place and ongoing developments underway, the future of our partnership looks bright.

“We’re just getting started. SVL and NiCE have helped us transform our contact centre, and I know they’ll help us go even further.”

Ready to transform your contact centre operations?

Let’s explore how SVL can support your journey, from strategy to implementation and beyond.