Success Stories
Genero Group
Situation
- The Genero Group is a rapidly growing financial
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- Genero’s leads come from a variety of sources including phone, web, email and SMS
- Genero has a dispersed sales team and variable licensing requirements given “peaks and troughs” involved with outbound marketing campaigns
Solution
- Genero subscribed to Contivio On-Demand Contact Center to extend their Microsoft CRM system
Benefits
- Significant Time and cost savings achieved via:
(i) Rapid implementation: Contivio extended existing Microsoft CRM application, entire implementation (including scoping and training) completed in two days.
(ii) Team up-skilling: Little training needed for what is largely a “non-technical team” given Microsoft CRM remained as Genero’s contact center interface.
(iii) VoIP: 80% reduction in overall call costs
(iv) SaaS: Contivio’s variable pricing model allows Genero to vary its licensing needs when performing outbound marketing campaigns.
- Increased sales success: 50% better response time to sales enquiries as sales team members are empowered to respond to leads and complete sales where ever they may be in the country.
Fox Symes & Associates
Situation
- Fox Symes is Australia's largest nationally based debt relief company. Fox Symes solutions span debt consolidation, mortgage finance, and bankruptcy management.
- Fox Symes’ business leads come from a variety of sources including a number of third party and government websites. Consumer and company information is updated in these websites “by the minute”’ with Fox Symes operatives searching the websites constantly and thereafter rekeying pertinent information back into the Company’s CRM system.
Solution
- Fox Symes selected Contivio Angels as a core product in automating their business processes.
- The Angels was used along with Microsoft Windows Workflow Foundation (WWF) to execute a business process involving internal and external systems on periodic basis. On defined days of the weeks and within specified work hours, Contivio Web Angel reaches out to the Australian Federal Court site and searches for new cases entries. The Angel’s initial search returns multiple result pages with brief information on each court case. The Angel navigate its way through the pages collecting each case identifier, it then checks the cases against those that were collected before and other configurable filtering criteria before reaching out again and seeking additional information on case of interest.
- Details of new cases are saved in XML format where it gets fetched on asynchronous basis by a Windows Angel that inserts each case in Fox Symes windows based CRM application.
- Three months after the delivery of the solution, the Australian Federal Court revamped their website where the site structure, navigation and underlying technology were all changed. Typically this would be a major setback for any company that have just acquired a new solution, but this is not the case for our Angels, in fact it was an excellent opportunity to demonstrate the Angel’s ability to learn a new website without code changes. The process of retraining the Angel to operate on the new site took less than four hours!
Benefits
- Massive time and cost savings: The Angels’ ability to collect and sort through the data very rapidly and on regular basis resulted in significant improvements to Fox Symes operating speed. It also eliminated human error re data entry of sensitive lead information. WWF and Contivio worked together brilliantly to achieve in few days what was deemed complex and risky development using other products. Fox Symes were able to redeploy three employees.
- Increased sales success; Fox Symes had the comfort of knowing leads were being captured in their CRM system live, way before the opposition. Workflow was designed to categorise the respective leads and escalate to the pertinent sale representative, greatly enhancing Fox Symes overall sales success.
180 Corporate
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- Eclipse Computing is one of Australia’s largest Microsoft Gold Partners. As part of major project for 180 Corporate, a leading finance company, Eclipse required a product that could intercept incoming emails, parse and enter their contents into their clients CRM according to a variety of business rules.
Solution
- Contivio Angels was used to monitor Microsoft Exchange server to detect new incoming emails, parse their content and hand it over to a Contivio Windows Angel which was trained to insert the contents into the client’s CRM.
Benefits
- Time and cost savings: No human error and email leads going to the right agent in a timely manner resulted in significant cost savings and better sales success
- Rapid Implementation: The project was completed successfully under 4 days
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