Customer Challenge
Nucleus Commercial Financial is a leading UK B2B alternative finance lender committed to delivering a technology‑driven, customer‑focused experience for brokers and their clients. Underpinned by a culture of transparency, strong values, and continuous improvement, the company continues to push the boundaries of what technology can offer by prioritising user needs and driving stronger client outcomes. Nucleus were relying on an out‑of‑the‑box telephony setup, which while serviceable, lacked the flexibility and integration depth required to support the organisation’s evolving customer engagement strategy.
The customer faced several key challenges:
- Limited Salesforce integration, which didn’t fully support their workflows or data capture needs.
- A desire to simplify the agent experience by embedding Microsoft Teams directly within the Salesforce Lightning environment, so agents could manage calls without leaving their core CRM.
- Required a strategic partner, not just a supplier, to help co-develop a scalable solution that could evolve with their business and support ongoing customer demands.
Solution
Teleware worked closely with the customer to deliver a bespoke solution using ConnectPro, tailored to their operational and strategic goals. The deployment included:
- A Teams-integrated contact centre, replacing the existing legacy setup with a Microsoft-native experience.
- Deep integration with Salesforce, enabling agents to access and update customer records directly from within the Lightning interface.
- Development of a custom Teams SDK, to transition the solution into Nucleus’ own personalised web portal, creating a unified and branded experience for agents and supervisors.
- A collaborative partnership approach, working alongside Nucleus to ensure the solution aligned with their long-term growth and customer engagement strategy.
Outcome
- Nucleus now operates a fully integrated contact centre, with Microsoft Teams accessible directly within Salesforce Lightning, streamlining workflows and improving agent efficiency.
- Customer data accuracy and response times improved, thanks to seamless CRM integration and real-time updates.
- The move away from a legacy platform enabled greater control, flexibility, and scalability, supporting future innovation.
- The transition to a personalised portal is underway, enhancing user experience and operational alignment.
- Teleware’s partnership approach has helped Nucleus build a solution that not only meets current needs but also supports ongoing business growth and evolving customer demands.
“It’s been a great year for our collaboration, and I look forward to having another great year with your excellent team. I knew Teleware was a good fit for us and I’ve been proven right. With the new possibilities Teleware is going to bring to us over the next year, we’ll be unstoppable.”
Lee Bardon – Head of Information Technology
