Challenge
Sureserve operates as a Smart Meter Operator, responsible for installing smart meters on behalf of energy suppliers. A core part of their operation involves making high‑volume outbound calls to customers to book smart meter installation appointments – making efficiency, accuracy, and scale critical to success. To support this, Sureserve required a reliable dialler solution capable of handling outbound calling at scale while reducing manual effort. As the business grew, there was also a need to improve customer engagement channels and streamline pre‑call processes. One challenge that emerged over time was knowledge continuity. While the system was already in place when the current team joined, training knowledge had been retained by previous staff and was lost during role transitions. This limited full visibility of the platform’s capabilities, even as usage expanded across the business.
Solution
Sureserve uses MaxContact from Firstcom Europe as the foundation of its outbound calling operation. The dialler functionality allows teams to contact customers efficiently, significantly reducing the time and resources required for pre‑call processes. Alongside voice, Sureserve has expanded its use of SMS messaging, enabling customers to confirm appointments quickly and conveniently – now the most popular confirmation method.
Firstcom’s support team, particularly Cheryl and Megan, played a key role in strengthening the partnership. Through on‑site visits and hands‑on support, they helped bridge knowledge gaps, provided guidance on best‑practice usage, and supported Sureserve’s ambitions to develop further their communications strategy, including exploring additional messaging channels such as WhatsApp.
Outcome
The impact of MaxContact has been significant for Sureserve’s operational efficiency.
Key outcomes include:
• Dramatic productivity gains: A pre‑call process that previously required 10 people working all day now takes just three people, less than two hours using the dialler
• Improved customer engagement through expanded SMS functionality, now the preferred appointment confirmation method
• Greater operational visibility for managers, supporting performance oversight and optimisation
• Scalable foundations for future enhancements, including additional digital communication channels
While the technology itself has delivered strong results, Sureserve also values Firstcom’s openness to feedback and continuous improvement. The ability to influence system development and adapt solutions to real operational needs has reinforced confidence in MaxContact as a long‑term platform. Sureserve recommends Firstcom Europe, particularly MaxContact, to other organisations seeking an effective outbound engagement solution, highlighting both the strength of the product and the supportive, hands‑on approach of the Firstcom team.
“MaxContact via Firstcom Europe has made a huge difference to how we operate. What used to take a full team all day can now be completed by just a few people in a fraction of the time. The dialler and SMS functionality have transformed how we book appointments and engage with customers. Firstcom’s team, particularly Cheryl and Megan, have been brilliant in visiting us on site, helping close knowledge gaps, and supporting us as we look to expand what we do. MaxContact is a great tool, and it’s clear that customer feedback is genuinely taken on board to keep improving the system.”
Chris Hayes, Sureserve
