Publishing
60%Calls handled by IVR
The challenge
Support Services Group (SSG) came to SingleComm with a big need and a small timeframe: Advance Local needed to implement a robust IVR system to increase customer satisfaction without increasing agent headcount.
The system needed seamless CRM integration to handle:
- Vacation stops
- Subscription options
- Delivery problems
- Customer questions
- Balance notifications
- Location-specific inclement weather alerts
And the team was out of patience with off-the-shelf solutions:
Out-of-the-box software solutions fell short as none had exactly what we wanted. We were tired of trying to cobble together platforms and being disappointed with the results. Plus we needed to get this solution up and running fast.
The solution
SingleComm provided a customized, robust IVR solution. The self-service IVR enabled management of over 60% of inbound and outbound client calls, fully customizable to their specific needs — with every integration point into Advance Local's CRM wired up on day one.
No cobbling. No integration tax. Just a contact center that answered the phone the right way.
The results
- 60% of communications managed by IVR — agents freed up for the calls that actually need a human
- 6-week turnaround time from scope to production
- Reduced agent load and overhead costs across every subscription operation
- Lowered staffing costs without hiring freezes
- Reduced human error on balance and delivery inquiries
- Increased customer satisfaction — subscribers get answers in the channel they prefer
We needed the best solution in the shortest time, and SingleComm really came through. By providing us a robust, customized solution, we were able to save money now and in the future — which is becoming increasingly important in these economic times.
— Susan Probert, Support Services Group
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