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Dream Money Case Study |
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Company Background |
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 Established
in 2005, Dream Money
have rapidly become a
force specialising in
providing tailored
loans, mortgages and
re-mortgages for a range
of individual
circumstances. The
company already provide
a vast range of products
and now have ambitious
plans to move both into
the debt management
sector and achieve
Master Broker status in
their current sector. In
two years, they have
grown from employing
just two staff to the 40
that are now based at
their Rotherham
headquarters. |
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The Business Challenges |
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Dream Money operate in
an extremely competitive
sector and are subject
to ever increasing
stringent regulations
from the Financial
Services Authority (FSA)
and OFCOM. Bearing this
in mind, Managing
Director Iain Murtha was
looking for a solution
that could improve their
business, providing them
with a competitive edge
whilst adhering to the
regulations. |
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It was quite clear that
the company were not
operating as efficiently
as he wished with their
previous manual system.
IT Director, Richard
Morrall, commented that
operating their old
system meant an agent
had to physically dial a
number and work through
endless no answers and
answering machines.
There could be as little
as two productive hours
a day. In addition to
this, agents were not
calling back prospects
who didn’t answer, had
answering machines on or
were not interested at
that particular time.
Obviously, they were not
getting ‘value for
money’ and something had
to change. Iain and
Richard then started
investigating dialler
technology. In addition,
they were looking for a
supplier that would
understand and listen to
the needs and
requirements of a fast
growing company. |
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The nature of their
business meant they were
subject to the fall-out
from the credit crunch.
Any new system would
have to provide the
versatility to transfer
to other sectors if that
situation deteriorated
and provide economies to
ride out the
difficulties posed by
the tougher times. |
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Why Did Dream Money
Choose TouchStar? |
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 IT Director, Richard
Morrall was given the
responsibility to choose
a supplier for a call
centre dialling product.
Richard naturally
investigated a number of
options and many had
features that appealed
to him. However,
TouchStar seemed at this
stage different to what
the others had to offer.
Richard stated, “I had a
few software companies
coming in trying to sell
me this feature or that
feature. They were not
really listening to what
we had to say, they were
just going for the hard
sell to try to get us to
buy their top of the
range solution.
TouchStar didn’t do
this. They looked at our
business, the sort of
industry we are in and
provided us with a
tailored, bespoke
solution to our
situation at the time.
They also helped us plan
by suggesting what we’d
need in 6-12 months time
when our business had
hopefully grown. They
seemed ‘human’ and I
really respected this
honest and straight
talking approach.” |
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Obviously straight
talking alone would not
be enough to sell what
TouchStar had to offer.
The product and service
surround also had to be
better and of a higher
benefit than
competitors. |
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Richard commented, “We
trialled competitor
software but nowhere did
we see the same ease of
use and fit to our
current business systems
and the flexibility and
scalability offered was
quite clearly something
that stood out. We
operate the casePRO CRM
package that is integral
to our business. It was
absolutely vital that
the TouchStar system
fitted seamlessly with
casePRO. We also found
that a competitor
product had various add
ons such as a separate
feature to transfer
calls which each cost a
ridiculous amount of
money! Everything we
needed was included as
standard with TouchStar
Connect.” |
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Dream Money were equally
impressed with the full
range of services
offered by TouchStar.
Managing Director Iain
went on to say, “It was
the fact they were
offering us a full
communications package,
not just a piece of
software. We only had to
deal with one company to
sort out our dialler, LCR and overall
infrastructure.” |
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The clinching factor as
far as Iain and Richard
were concerned was the
24 x 7 x 365 support.
Richard stated, “We know
we can call someone
anytime of day,
including weekends,
which in our business is
essential. I also know I
can quite happily book a
two week holiday in the
sun, knowing that there
won’t be any problems in
my absence!” |
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The Solution |
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TouchStar installed a
fully compliant blended
call centre system. The
system proved more than
robust enough to fall
comfortably within the
OFCOM 3% dropped call
regulation. And even on
the rare occasion a call
has been dropped, the
system’s ability to
convey a message to the
potential customer has
resulted in inbound
calls resulting in
sales! |
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TouchStar provided
ongoing free training on
how to use the software.
This meant they were
quickly up to speed and
provided a fairly
seamless transition from
their old manual system. |
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Richard recalls the
first day TouchStar
Connect was in
operation, “There was a
real buzz around the
place. Whereas
previously we were lucky
to get 500 contacts a
day, we were now looking
at getting over 1500! We
found our agents were
sorting contracts at the
same time as making the
call as we became that
busy!” |
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Dream Money’s success
has meant they are now
planning to double the
number of agents and
thus doubling the number
of contacts made daily
to over 3000. |
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Implementation |
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IT Director, Richard
Morrall, was pleasantly
surprised when he was
informed installation
would take just 3-4
days. However, he was
even more taken aback
when installation took
even less time than
promised. Richard
commented, “Coming from
an IT background, I know
deadlines are things
that are often missed
but to actually over
deliver is something
I’ve never experienced
before from a supplier!” |
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Each agent was taken
‘off the job’ for a
matter of minutes whilst
the installation of the
software on their
machines took place –
thus Dream Money hardly
experienced any down
time. |
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Iain went on to comment
about the courtesy of
the engineers completing
the installation, “I’ve
dealt with some real
awkward engineers in my
time. It was refreshing
to deal with guys who
obviously knew their
stuff, but were always
polite, never caused any
obstruction and were not
out of the door on the
dot at 5pm! The
engineers were willing
to discuss any issues we
had with the operation,
they even gave the
agents an introduction
to the system!” |
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Results and benefits of
TouchStar Connect |
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Dream Money have
experienced the
following results and
benefits since
implementing TouchStar
Connect: |
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- Their agents’
talk time has
trebled.
- A huge increase
in sales.
- Sales resulting
from inbound
communication from
messages left with
prospects.
- A system that
fully complies with
all OFCOM, DMA and
FSA regulations.
- The ability to
report with detailed
statistics from all
campaigns in real
time
- Flexibility to
build campaigns in a
variety of sectors.
- A seamless
integration with
their current CRM
system which meant
nothing had to be
duplicated.
- Free training on
an ongoing basis.
- 24 x 7 x 365 UK
based engineering
support.
- An appointed
expert account
manager.
- A suite of value
added services
(including network
services, cabling,
headsets, data
backup, data
management, etc).
- Ability for
further developments
as their business
grows.
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Iain Murtha, Managing
Director concluded, “I
am delighted with the
system and service
provided by TouchStar.
In my opinion, they do
things the right way
around… they get to know
what we’re all about
first and then tailor
the product to exactly
what our needs are. And
that is why from the
initial sales meeting,
through implementation,
to having the system
running, we have been
given nothing short of a
first class service!” |
Copyright 2008 TouchStar Call Centre Software. All Rights Reserved