Campaign Manager – Case Study
About Our Customer
Our customer is a leading financial institution committed to providing exceptional customer service while maintaining financial stability. However, traditional debt collection methods proved inefficient, limiting their ability to reach a significant portion customer.
Their Challenge
This results in lost revenue and increased collection timelines.
How our Campaign Manager Helped?
Effortless Contact Management
Create, upload and schedule campaign contacts seamlessly.
CRM/Business App Integration
Exposed APIs to Provide automated accurate contact list, which eliminating manual data entry and ensuring accuracy.
Non-Speech Detection
Solution detects non-Speech traffic like busy, fax and out of coverage tones, which increases Agents’ productivity in order to route only speech calls.
Reporting
Comprehensive reports provide insights into call success rates, failures, and other vital campaign metrics.
Benefits to business
Increased Reach: Contact a significantly larger number of customers, leading to higher collection rates.
Improved Efficiency: Automate repetitive tasks and free up agents for more complex collections.
Reduced Costs: Streamlined operations and increased collection success lower overall debt collection costs.
Enhanced Customer Experience: Personalized communication through IVR options and agent interactions improves customer engagement.
Recording – Case Study
About Our Customer
Our customer is a leading financial institution with a focus on providing exceptional customer service.
Their Challenge
- Banking is highly regulated, and banking laws require that transactions need to be recorded and stored as evidence of agreements and liability of all involved.
- Understanding call volume trends across different sites, agents, and directions was a time-consuming. It requires manual data analysis and report generation, hindering real-time decision-making.
- Taking notes while actively listening to a call can be challenging and lead to missing details.
How our Recording Helped?
Our Automatic Call Recording goes beyond simple capture to provide a complete solution with high-availability architecture for uptime and automated media lifecycle management, including backups and automatic archiving to various storage destinations such as NAS, SFTP, and FTP servers.
Thanks to Call Analytics Dashboard, those challenges are addressed by providing a central location for visualizing real-time and historical call data, leading to more informed decision-making and improved call center operations.
Interactive call playback with note-taking allows users to capture key points and insights directly within the recording. This facilitates easier review and analysis of the call content later.
Benefits to business
Dispute Resolution and Compliance: Recorded calls serve as a valuable resource for resolving customer disputes or complaints, this data can inform strategic decisions, improve customer service processes, and enhance overall customer satisfaction.
Quality Assurance and Training: Recording calls allows managers to monitor and evaluate agent performance. They can provide feedback for improvement, identify training needs, and ensure compliance with company policies and standards.
Operational Efficiency: By identifying best practices and areas needing improvement through call analysis, call centers can optimize their operations. This leads to increased efficiency, reduced operational costs, and improved overall performance.
CRM- Case Study
About Our Customer
Our customer is a leading dairy and beverage company with a large customer base and a contact center that handles customer inquiries, complaints, and order processing.
Their Challenge
Inadequate use of technology
Performing Manual Sales tasks without automation. However, simply having this technology isn’t enough. The true challenge lies in optimizing tool utilization to maximize customer satisfaction and Sales productivity.
Managing customer information effectively.
Facing problems with customer information management and related case management leading to:
· Inconsistent access to customer history and case information
· Challenges tracking and resolving issues efficiently
· Repetitive inquiries due to lack of centralized data
Low Customer satisfaction
Their tele-sales team relied on outdated spreadsheets to manage leads and call schedules. This led to:
· Important leads might get overlooked or forgotten, causing frustration.
· Outdated spreadsheets resulted in incorrect customer data, hindering communication and order accuracy.
· Inefficient Call Scheduling: Manually assigning calls wasted valuable time and prevented optimal utilization of the tele-sales team.
Slow Sales Growth
The issues above slow down their ability to connect with potential customers and close deals effectively.
How our CRM Helped?
Unified Customer Data
The integrated CRM solution merges with Cisco Contact Center and Call Manager, capturing and storing customer interactions in a central repository. Customer service representatives have instant access to past purchases, support tickets, and communication history, facilitating personalized interactions.
Automated Call Planning
CRM solution integrates with Cisco Contact Center for Streamlined task assignment for tele sales teams, allowing for targeted call scheduling and order processing.
Efficient Case Management
Integration with the Cisco Contact Center shows real-time call information with the case, helping Tele sales provide accurate support efficiently. Integrated Callback Functionality: Empowering CSRs to schedule follow-up calls directly within the platform upon customer request. The CRM enables robust audit trails, allowing the quality team to review past interactions and ensure consistent, high-quality customer service.
Order Processing and Management
The integrated CRM solution streamlines order processing by automating workflows and capturing customer order details for efficient fulfillment and delivery. Tele-Sales can track order status, provide updates, and manage orders within the CRM interface.
Seamless Click-to-Dial and Screen Pops
Our CRM solution integrates with Cisco Collaboration Solution for Tele-Sales to Call Customers directly within same interface with a single click. Customer information is displayed automatically during calls, enhancing personalized service.
Enhanced Reporting and Analytics
The integrated CRM solution offers detailed reporting and analytics for our customer management, including call volumes, customer satisfaction, call durations, and agent performance. These insights aid in identifying trends, measuring service levels, and making data-driven decisions to optimize contact center operations and improve customer service.
Benefits to business
Increased Sales Processing and leads generation with automated workflow.
Centralized customer data for a comprehensive view of customer information.
Streamlined call routing and reduced wait times through intelligent integration.
Efficient case management and resolution with real-time call information.
Simplified order processing and management with automated workflows
Enhanced reporting and analytics for data- driven decision-making.
