Daviker Customer Case Study : Debt Management & IVAs

Background

FreshStart Finance provide services to people who had become burdened with debt issues. Typically, the kinds of solutions provided by FreshStart include consolidation loans, debt management plans or individual voluntary arrangements (IVAs). The aim is to provide a one-stop-shop for people facing financial difficulties

At the point where FreshStart made contact with Daviker with regard to the TouchStar call centre system, they were purchasing thousands of leads every day and not managing to make contact with them all. Managing Director Dan Rodgers describes it as ‘criminal’ that FreshStart were paying for leads that they did not have time to call.

Quick, Simple Installation with No Business Interruption

Before dealing with Daviker, Dan had dealt with another dialler company but had experienced issues around installation. He added: “When Daviker told me that the installation of TouchStar would be a couple of days, I genuinely didn’t believe it. I’d pencilled in a couple of weeks, because of experiences I’d had with another dialler provider. I was astonished that it was done and operational in under three working days. We were then putting data into the dialler and there had been barely any interruption to business whatsoever. The very next day I had people on the dialler and no down time whatsoever.”

Flexible Finance Arrangements

Dan Rodgers was impressed with Daviker’s finance arrangement: “Daviker gave me a demonstration of TouchStar and I liked the look of it. They were very flexible in their approach to the financing. I was amazed!”

Contacting Significantly More People

The FreshStart business model is based round volume – the more people they can get hold of, the more business they are going to generate. Their new dialler solution allows them to contact significantly more people than manual dialling would. As Dan confirms: “If somebody gave me some debt consolidation leads now, we could whack it straight into the dialler and I wouldn’t require an increase in staff . ”

Reduction of Staff Overheads

The TouchStar system has meant that FreshStart can now bring in more business and process it more efficiently. TouchStar has enabled them to reduce overheads in terms of staff . Dan stated: “The dialler allows us to use our staff much more efficiently – without it we’d probably require at least ten additional staff .”

Non-Discriminatory Dialler Calls Every Lead

Since installation FreshStart are finding that they can manage data and call speed better. More importantly, they can now manage their staff more efficiently, because TouchStar is a nondiscriminatory dialler. In short, that means that they put their leads in and it dials every one of them.

As Dan Rodgers points out, “at present we’ve got 8 filterers. Without the dialler we’d probably need as many as 20 filterers. Now our staff aren’t just going through spreadsheets and choosing who they want to ring. So, I’ve got that reassurance that all our expensive data is being called."

Easy Configuration and Reporting Tools

The Daviker solution allows FreshStart to set campaigns to only run between certain times and to monitor the droppedcall rate adjusting the pace to keep agents busy and stay within Ofcom regulations. The process is managed with easy-to-use reporting tools which gives FreshStart the confidence that they are always fully compliant.

In addition, FreshStart have reaped the following benefits since installing TouchStar with:

• A complete one-stop solution including dialler, support, calls and lines.
• A system that fully complies with and exceeds all OFCOM, DMA and FSA regulations.
• A very quick return on the investment due to huge increase in sales.
• Free ongoing training has continually updated staff expertise.
• An appointed expert business development manager to optimise use of the technology

Dan Rodgers concluded:

“There’s no comparison between Daviker and what I’d experienced previously. The software can do what the previous packages I’ve used can’t. The licenses work out to be more cost effective and the support is excellent and immediate. In terms of value added services and good account management, Daviker have been excellent.“

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