Saveology.com improves call center productivity by 15% in the cloud
Challenge
- Saveology.com, a leading home services comparison shopping service, needed an enterprise-ready solution to support its rapidly growing, multi-channel business.
- The company had been using a mixture of proprietary and paper-based systems. There were few processes in place, and it was difficult to access and share information. The phone system didn’t scale, resulting in lost revenue.
- Saveology.com wanted a solution it could deploy in within 180 days, and easily adapt and expand as its business evolves over time.
Solution
- Saveology.com considered proprietary, Microsoft-based, and traditional ERP solutions. It chose Salesforce CRM Enterprise Edition because salesforce.com met more of its requirements for less money, was easier to deploy, and provided greater speed to market, saving over 50% of the cost of internally built solutions.
- With help from salesforce.com partner Appirio, Salesforce CRM was quickly rolled out to 400 sales, marketing, and contact center employees in the U.S., India, and the Philippines in 90 days.
- A custom agent console, fully integrated with Saveology.com’s InContact cloud-computing telephony system, lets Saveology.com handle more than 3,000 customer calls each day. InContact populates screen pops, while Informavores Spark Studio and Salesforce CRM walk reps through scripts and customer data collection.
- Saveology.com’s order entry system was integrated with Salesforce CRM, communicating with their internal web services to compile customer offers and reconcile orders across 52 sites and their global contact centers.
- Salesforce CRM Marketing works with Omniture and KeyMetric online business analytics solutions to help Saveology.com maximize its multi-million yearly online marketing budget, optimize key word spending, and measure campaign results all the way to purchase across both online and offline distribution platforms..
- Integration with Microsoft Outlook keeps a record of communications and keeps customer information up to date.
- Dashboards give management and agents real-time access to key performance metrics, including daily sales activity and variability, and individual performance.
Results
- Saveology.com built and deployed its Salesforce CRM-based call center solution in just 3 months. The scalable system is easy to use and more reliable than previous solutions.
- The new system guides agents through the sales process (including properly branding incoming calls, reading required disclosures, and thoroughly reviewing customer orders) for faster service while providing a consistent customer experience. Call agents were 15% more productive in just 30 days.
- All sales and transactional data is now captured in Salesforce CRM for a 360-degree view of the business, improved call center reporting, and more reliable overall business metrics.
- Saveology.com is considering integrating social communities such as Twitter and Facebook with Salesforce CRM.
About Saveology.com™
Saveology.com is a leading comparison shopping destination focused on a vast array of home services including cable, satellite television, Internet, telecommunications, home security and warranties, moving services and various financial products. Our mission, through utilization of the Saveology.com platform and search engine, is to empower consumers to lower their cost of living by quickly comparing offers and allowing for the seamless purchase and service installation of a broad range of nationally recognized brands. Visit Saveology.com to learn more.