Daviker Customer Case Study : Telecommunications

Background

Axis Telecom is an independent telecoms service provider. Founded in 2001, the company’s mission is ‘to provide value for money on essential services to small businesses and consumers nationwide.' A high emphasis is placed on customer needs and Axis actively seeks feedback to improve and exceed expectations.

As Axis began to grow it became apparent that their manual dialling system was no longer fit for their telemarketing strategy and a new predictive dialler package was required to facilitate growth. They considered a number of outbound calling solutions. He said: “We invited a number of companies to present their solutions to us and Daviker’s TouchStar system was the most impressive for a number of reasons.”

Daviker’s Passion in Wanting to Help Axis’s Business Grow

"The guys from Daviker were professional yet down-to-earth and knew the product inside out. Rather than purely selling me a system they saw it as a business partnership, they were passionate about what they could do for us and to me that really made a difference."

24x7x365 Support

"In this line of business you need someone at hand for all eventualities. It’s absolutely no good for this company to have support that works standard office hours as we work right through until 10pm and often later than that for some of our technical staff.

In that sense, the key fact that Daviker offer around the clock support every single day of the year from engineers based in the UK really was a massive selling point.”

Value for Money Proposition with Competitive Price

"Obviously, price was an issue but the package that Daviker offered was easily the best value for money. There were slightly cheaper diallers around but they offered none of the functionality of the TouchStar system.

This functionality allows us to run a very streamlined operation which would not be possible with cheaper solutions – in fact, they would not be a solution at all."

Present

The TouchStar system was implemented within a matter of days without Axis Telecom experiencing any downtime. They are currently experiencing the following benefits:

Increased Contact Time and Subsequent Sales

From the outset, Axis saw in increase in productivity. David Meyers added: “I did not expect productivity to increase by this much. Agents had gone from speaking to customers from 15-20 minutes an hour to over 40. And the more people we contact, the more sales we make.”

Predictive, Power and Preview Dialling Configurable by Campaign

Axis required a system that could operate in ‘Power’ and ‘Preview’ mode. This is because business selling often needs to be slower paced due to the technicalities of some products and services being explained and is less reliant on volume to generate higher levels of sales. TouchStar provides the option to operate in ‘Predictive’, ‘Power’, ‘Preview’ and ‘Manual’.

Accounting Software Integration

Daviker integrated TouchStar with Axis’s CAS accounting package. David commented: “The Daviker engineers developed the system in a way that the two systems operate seamlessly."

In addition, Axis has reaped the benefits since installing TouchStar with:

• A very quick return on the investment due to huge increase in sales.
• A system that fully complies with and exceeds all OFCOM, DMA and FSA regulations.
• The ability to report with detailed statistics from all campaigns in real time has made management of the call centre business more focused.
• Flexibility to build campaigns in a variety of sectors has allowed new products to be introduced.
• Free ongoing training has continually updated staff expertise.
• An appointed expert business development manager to optimise use of the technology.

David Meyers concluded

We have every confidence that as we continue to grow, Daviker will help us all the way. I would certainly advocate a TouchStar system supplied by Daviker to anyone wanting a call centre solution – I know it sounds simple, but I would say they really should not make a decision about a dialler without first consulting Daviker.”

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