ChallengeAustralian-based financial management business Debt Busters needed to replace their legacy CRM and phone system. Time was wasted every day when calls went to the wrong people. There was only a very basic system for inbound calls, in which all phones would ring at the same time.
SolutionVonage Contact Center for Salesforce
ResultsVonage Contact Center for Salesforce led to a leap in productivity and customer numbers, which increased 83 per cent in less than a year.
Transforming a 10-year-old business by driving sales and productivity
Debt Busters are an insolvency practitioner based in Australia. The business was founded in 2005 and, since then, they have helped thousands of consumers regain financial control and saved them more than $68.9 million (AUD) in debt repayments. They offer financial management and debt-relief solutions that deliver real results to the client. Debt Busters prides itself on providing a dedicated Client Service Manager to work with consumers more closely and provide a high level of customised service specific to their situation. In 2014, the founders were ready to take their business to the next level.
The main issue was the inefficiencies with the legacy client database and telephony system. Co-Founder Simon Frew says “We realised that the existing phone system and CRM software was not capable of handling the growth we were anticipating.” Time was wasted every day when calls were going to the wrong people. There was only a very basic system for inbound calls where all phones would ring at the same time.
Implementing Vonage and Salesforce’s cloud technology
“We contacted 3 or 4 providers, but Vonage ContactWorld for Sales provided the most amount of usability and integration with Salesforce, and was the right solution for our business – it looked like it could make our work easier,” says Simon. Together, Vonage and Salesforce led to a leap in productivity and customer numbers, which has increased by 83% in less than a year. Simon adds “Vonage and Salesforce allowed us to grow at an unprecedented rate.”
The ContactWorld local call identification feature for outbound calls has led to a 500% increase in response rates from referrals who are interested in Debt Buster’s services. And if the prospect doesn’t answer but calls back, they are routed back instantly to the correct adviser. This further improves the client conversion rate and helps explain the huge growth in clients. Lastly, if that consultant is busy the call will be put on hold, saving time for the team.
When a Debt Busters consultant receives an inbound call a screen pop appears, along with their Salesforce file. This means consultants always know who is calling, and as a result, they are able to give a more personalised service from the moment they answer the phone (saving time). This has hugely reduced time spent on calls. And the links with Salesforce mean 3 minutes has been saved on average wrap time which enables advisers to help the next caller without overly long waits.
Better management training and development
Simon says he is starting to work closely with Vonage’s fantastic reporting suite, assessing calls per month, average length of calls and abandonment rates. This is further helping drive productivity: “I always have the Vonage ContactWorld panel open, which allows me to gauge my service levels at a glance.” Managers are now able to listen in on calls and give their advisers feedback. He adds “Being able to listen in on the consultant’s phone calls is very useful to give them coaching and support.”
Simon adds that another ContactWorld feature, dynamic call routing, “is really beneficial to customer satisfaction, they love that they’re able to reach the right person at the right time.” Customers are much more satisfied because their calls are dealt with more efficiently and in a more personalised manner. Because customers have to regularly phone in to discuss aspects of their plans this adds further to the value Debt Busters gets from Vonage.
“Vonage and Salesforce have completely transformed the way we are able to help our clients.”
Simon Frew, Co-Founder, Debt Busters