Direct Marketer of Financial Services
A global pioneer of emerging direct marketing channels for the sale of financial products and services. Through their unique direct marketing methodology they help their clients meet strategic goals and maximise customer value.
Situation
Traditionally this organisation directly markets to their client’s customer base through the use of third party outsource call centres. The organisation now provides their call centre partners with the RapportCMS platform customised to their specific needs in script, campaign management, reporting, quality control, and transparency. Previously, each call centre would develop, build and maintain a campaign management platform to their specifications involving a replication of development with each call centre and greater challenges in controlling quality.
Point of sale financier for Office Technology and
Computer Equipment
Wholly Australian owned with 325,000 customers employing around 300 people in Australia and New Zealand. Company’s product is available at point of sale through its more than 6,000 retail partners ranging from significant IT companies and retailers.
Situation
This organisation needed to improve the efficiency of their call centre staff and introduce new product through the use of a predictive dialler. They invested 6 intensive months investigating on-premise options for diallers. Within 2 meetings and demonstrations of RapportCMS they decided to proceed. The risk was infinitely less, and given the still uncertain returns they would get from the use of a dialler the small monthly operating investment in RapportCMS represented significantly less risk both in terms of financial expenditure and internal impact on operations.
Global Share Registry
This organisation is the world’s largest share registry and leading provider of financial market services and technology. They manage more than 100 million shareholder accounts for over 14,000 corporations around the world.
Situation
While applying internal resources to build an outbound call management platform , they decided to use RapportCMS in the meantime and help provide value to their customers. RapportCMS will be used by operations to tactically meet campaign demands of their clients. On a few occasions every year these demands can spike to more than 100 agents. RapportCMS is designed to meet these types of peaks and troughs, and the client will only need pay for what they use.
Energy Utilities Provider
A state government owned leading energy services provider with 4000 employees, and more than 870,000 customers.
Situation
With procurement processes requiring length and bureaucratic processes the energy provider found the decision to deploy RapportCMS to assist their call centre team in their outbound campaigns a “no-brainer”. It provides them the high level of outbound call management functionality they needed, as well as being charged as a service and operating expense. What’s more it required almost no internal IT resources to deploy and manage.
Call Centre Outsourcer
This organisation generated revenue of over $ 247 million last year providing services to the utilities and telecommunications sectors. They also have a call centre providing outsourced services.
Situation
They chose to deploy and use RapportCMS rather than developing and managing a platform internally as they found the ability to rapidly build and deploy campaigns and the pay per use model more cost effective.