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ALI Group uses contactSPACE to convert on Consumer Behaviour Insights

09-28-2017 08:56 AM CET | IT, New Media & Software

Press release from: contactSPACE

ALI Group uses contactSPACE to convert on Consumer Behaviour

Why is understanding consumer behaviour so important to contact centres? Learn how ALI Group is using contactSPACE to acquire and convert these insights into sales.

ALI Group is a leading provider of loan and mortgage protection to Australian home and property buyers, and since 2003 they've been protecting more than 163,000 Australians.

Why do we need to analyse customers and what is the importance of consumer buying behaviour as it relates to contact centres? We spoke with Hayley Montgomery, the Contact Centre Manager at ALI Group, to understand how they're using contactSPACE insights.

The primary importance of consumer buying behaviour lies in the fact, that you can understand how the consumer is going to behave. Having a deep understanding of your customers' needs and then providing them with exceptional value, is key to enjoying ongoing success, and being able to access consumer insights directly from the contactSPACE platform has proven to be invaluable in the development of ALI Group's contact strategy.

Armed with these insights, ALI Group can develop a calling strategy with pinpoint precision, so they're able to contact their customers right before the peak engagement times. It's clear that adopting these smarter engagement practices has led to significantly better outcomes.

ALI Group were previously invested in a competing cloud-based solution which soon later transitioned to an enterprise model. This had left ALI Group with the unenviable decision to either upgrade to an enterprise solution at a significant cost or to look at other providers that were aligned with their needs.

Around the same time, ALI Group had implemented the Salesforce CRM so they wanted their systems to talk to each other and become more seamless, ultimately leading to better customer experiences. This requirement further fueled their need to engage a different supplier that could manage this integration.

ALI Group sought an innovative partner that would build and grow with them, engage with them, be responsive and provide the required integration with Salesforce. Hayley recalls meeting with the contactSPACE team for the first time, describing it as a very positive experience, having recognised in contactSPACE a genuine desire to understand their business process. Hayley went on to say "it's no surprise that the contactSPACE team understood the tech really well and how it translated to business results, and that made a huge difference to us".

The personalisation resulting from contactSPACE's integration with Salesforce had also made a significant difference to ALI’s operation. contactSPACE had built a solution capable of identifying a customer when they call in allowing the agents to personalise their greeting and quickly familiarise themselves with the customer's previous history and notes. contactSPACE would also update Salesforce CRM with any new notes, field updates and create all associated activities. This reduced administration time significantly and improved the overall Customer Experience.

“Agent wrap time has been significantly reduced- now there’s much less waffle, and having easier workflows mean less lost time. We love the dashboards and the reporting is excellent. Data search capability is powerful. The level to which we can search for things is incredible,” said Hayley. The call recording functionality is also very important to ALI’s business across many departments.

The ease with which an agent or manager can make changes wasn’t lost on Hayley. “Being able to make changes on the fly is great, and positioning fields and buttons is a very simple task. There’s no need for tech support!”

Although contactSPACE’s client base had grown considerably since ALI Group came on board, the attention to the support provided has continued. Hayley said, "as a small business with a critical dependency on the platform, these are the things that we absolutely need from our provider."

contactSPACE is a cloud-based contact centre solution which helps organisations improve the outcomes of their client interactions as well as eliminating the operational complexities which have plagued call centres for decades. The customers' reliance on costly I.T. infrastructure has been eliminated as contactSPACE requires little more than an internet connection and a headset. contactSPACE has successfully shifted the focus from the technology to the operations of contact centres.

To learn how we can help your organisation, you can reach us on 1300 360 553 or info@contactspace.com

www.contactspace.com

L9, 1 Chandos Street
St. Leonards NSW 2065
AUSTRALIA
Call us: 1300 360 533
Email: info@contactspace.com
www.contactspace.com

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