Daviker Customer Case Study : Business Services (B2B)

Background

IMSM is an international body that assists organisations implement ISO quality, environmental, health & safety and information security standards.

IMSM originally dialled prospective clients manually to arrange appointments for their 150-strong field based sales team. This proved to be highly ineffi cient in terms of staffing, contact time and essential management information on campaign and agent performance.

A few years ago, IMSM took the decision to invest in predictive dialling technology through a competitor of TouchStar. Whilst gains in productivity, accountability and efficiency were obtained, they felt that they were not receiving a high standard of customer service and felt that elements of the software itself were becoming dated when compared to more state-of-the-art call centre solutions.

Original Supplier Delivered Poor Customer Service

Kim Park, Call Centre Manager added: "They really didn't have much time for us once they got the sale. We just could not build any rapport with them. Further to that, there were features that were lacking and they wanted to charge us a fortune to upgrade to a newer version. I then invited Daviker to our offices to listen to their proposals."

Complete Solution with Value Added Extras

Wendy Mewis, Network Administrator stated: "In the end it was a simple decision as TouchStar had everything that our operation had needed and we were astounded by the range of additional engines and utilities that Daviker has developed to augment the system."

Hassle Free Installation

Daviker engineers installed the TouchStar system in a matter of hours. IMSM did not experience any signifi cant downtime which impressed Call Centre Manager, Kim Park: "There wasn't any fuss and they supported us all the way. Obviously the implementation of any new software system brings a steep learning curve for all involved but Daviker were really patient and bent over backwards to help us. Furthermore, our senior call centre staff attended their free of charge training which ensured we got the best out of the system."

Advanced Call Recording with Simple Search and Retrieval

The TouchStar system assists with quality and monitoring with integrated digital call recording and a simple search, storage and retrieval process. Wendy Mewis added: "We need to make sure our agents are making genuine appointments for our field based sales team and also protect the agents from any complaints. It assists with the training of agents and gets them up to speed much quicker."

Expert Account Management

Kim Park said: "Our account manager has been worth his weight in gold. Not only does he show us how to get the best out of the technical aspects of the system, he also provides advice on our call centre processes and agent motivation."

Appointment Scheduling Engine

As creating appointments for their fi eld based staff is core to IMSM's business model, they invested in an additional utility developed by Daviker - the Appointment Scheduling Engine. Wendy Mewis added: "It saves time! When the agents make an appointment, it goes straight into the sales diary. Its all online and removes the need for paperwork and allows us to check that the sales staff have actually attended appointments."

IMSM are currently experiencing the following further benefits:

• Increased appointments generated by the TouchStar predictive dialler resulting in increased sales.
• Full integration with IMSM's internal systems and databases.
• Advanced reporting further improved agent monitoring.
• Addition of Daviker List Manager utility has improved data manipulation and saved huge amounts of time.

Future

Kim Park: "We are now planning on opening a second call centre within the next year. The TouchStar system enables us to operate from two sites with just one centre of control which will mean we don't have to duplicate everything. We are safe in the knowledge that Daviker will provide all the support we will need for this exciting new venture."

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