Vocalcom, the leading provider of cloud contact center software and social interaction technology, announces an industry-leading Mortgage Broker group based in Sydney, has achieved exceptional customer experience and sales improvement on an international scale with its Salesforce investments. This new customer was looking for a single cloud communication solution integrated within Salesforce to connect multiple business units with a flexible but unified system to strengthen customer experience and sales performance.
Australian Credit and Finance (ACF) is a national Mortgage Broker group based in Sydney. Heavily focused on consumer marketing and lead generation, ACF has an inbound/ outbound contact center focusing on making contact with their leads in a quick and efficient manner in what is an extremely competitive industry.
After reviewing six contact center suppliers, ACF chose Vocalcom because of its unsurpassed Salesforce integration, reliability, optimized security and ease of use. The results have been impressive and within the first month of implementing Vocalcom Salesforce Edition, the company experienced fast ROI across both its sales and service teams.
Since integrating Vocalcom Cloud with Australian Credit and Finance’s Salesforce ecosystem, the company has seen better sales performance, increased connection rates with prospects and greater customer service efficiencies including a 132% percent in daily productivity per agent, and a 20 percent reduction in average handling times.
Australian Credit and Finance (ACF) studied a wide range of other products prior to selecting Vocalcom Salesforce Edition as their preferred vendor. The key aspect was reliability, the fact that the system provide a single customer view (inside salesforce) of Email, Social and Call information, and was feature rich, and that this was an all-encompassing solution for their entire contact center needs all within Salesforce.
Overall ACF’s customers continue to benefit from Vocalcom’s dynamic routing of service tickets based on data held in Salesforce. Now every call is automatically connected to the most qualified agent delivering a differentiated and personalised caller experience. This includes prioritising calls in queue and personalising a welcome for each calling customer.
“Migrating older, disparate systems across multiple locations to the Vocalcom all-in-one cloud contact center solution integrated within Salesforce is a big leap forward for enterprise contact center operations,” noted Anthony Dinis, CEO at Vocalcom. Now this customer’s business units will be connected in a completely unified system and they will have the ability to collaborate and share best practices and resources across all operations. Vocalcom Salesforce Edition is a cloud communications, and customer engagement platform that takes full advantage of the distributed nature of the Salesforce cloud platform, and we’re delighted to hear that the results have exceeded ACF’s expectations and helped them build a strong competitive edge.
“After a few false starts with other vendors, the team at Vocalcom and local distributor Quality Connex have been great in helping us get up and running. We’ve been able to truly streamline our contact center (inbound and outbound) with a simple data model all sitting inside Salesforce. Due to the obvious financial benefits and flexibility, and the fact that regular upgrades and ongoing innovation are available without any additional burden on internal IT resources, we are better able to focus on reducing customer effort, which is what boosts acquisition and loyalty.” said David Hyman, Managing director of Australian Credit and Finance.
