Powering Agile Working and Growth at Evolution Funding

The Company

Evolution Funding is a leading motor finance and technology provider, recognised for innovation across the automotive finance sector. With almost 250 employees, five office locations and a nationwide field-based sales team, the business supports a broad network of partners through technology-led services and high levels of customer engagement.

The Challenge

As the business continued to grow, Evolution Funding’s existing PBX telephony system became a constraint rather than an enabler. The on-premise platform required constant maintenance, placing pressure on internal IT resources, and lacked the flexibility needed to support modern working practices. 

The organisation also required a more robust and advanced contact centre solution to enhance its partner onboarding experience, improve service levels and support greater efficiency and profitability.

When the pandemic accelerated the need for remote working, Evolution Funding needed a solution that could be deployed quickly, scale across the business and support employees working from any location.

The Solution

A cloud-based unified communications and contact centre platform was rapidly introduced through an agile working pilot. The pilot was deployed within days, enabling employees across offices, field-based roles and home locations to work effectively and remain fully connected.

Following the success of the pilot, the UCaaS and CCaaS solution was rolled out to the wider organisation through a phased implementation approach, beginning in September 2020. The platform provided the flexibility, resilience and visibility required to support both day-to-day operations and long-term growth.

The integration of real-time contact centre dashboards gave team leaders immediate insight into adviser activity, call volumes and queue performance, enabling faster decision-making and improved call handling.

The Results

Evolution Funding successfully transitioned to a modern, cloud-based communications platform in a matter of days, ensuring business continuity while supporting staff wellbeing during a period of significant disruption.

The new system has delivered measurable performance improvements, with teams reporting increased productivity and greater operational control.