Customer Relationship Management 顧客關係管理 of M-Viron

Company Background
M-Viron is the leading network of local Orange mobile specialists with 17 outlets across the UK. Managing Director Sarah White, took over one shop in January 2004 and then the Stone branch in September 2006 – which is where the call centre is now based. At the time M-Viron focused on retail, but had some Business to Business customers, with their two telesales staff making all sales calls on mobile phones. The company has grown over the last few years from 7 members of staff in 2005 and now has 18 employees.


The Business Challenge
M-Viron operates in an extremely competitive sector facing varied business challenges on a daily basis from 3rd party retailers as well as the networks themselves. Managing Director Sarah White, was looking to grow the business and was approached by a competitor who was interested in selling her their predictive dialing solution. Sarah was put off by the price but was interested in the concept, so decided to start looking into alternative solutions and came across Telecom Applications.

M-Viron’s requirements meant that the majority of outbound calls are made to mobile phones. The adoption of the Telecom Applications solution with the TouchStar Dialler software meant that only live calls go through to their advisors as the software identifies engaged tones and phones which are set to voicemail mode. In addition, M-Viron can now generate inbound calls by leaving messages on customers’ voicemail.


Why Did M-Viron Choose Telecom Applications?
M-Viron were looking for the whole call centre package and were pleasantly surprised to find that Telecom Applications could provide the whole package from the Touchstar dialer, to computers and even the furniture.

“After finding Telecom Applications whilst searching on the internet I organised for them to come and demonstrate the software to me, I liked the look of the software and was very attracted by their straight talking and honesty,” said Sarah White.

“After also speaking to some of their competitors I was pleasantly surprised when I received the quotation, not only did the product have all the functionality that I required, it was also at a very reasonable price”

“They understood that I wasn’t a millionaire and also the limitations of a small business.”

“They were very accommodating with all my requests and did their best in ensuring that all of my needs were met”

“Another deciding factor was the 24/7 support that they offered, which is very important and useful to a company like ourselves, as we have to operate outside the normal 9-5 working hours.”


Our Solution
Telecom Applications installed a fully DMA / FSA compliant integrated blended call centre solution that was provided by TouchStar-Software UK. The fully automated dialler ensured that M-Viron hit OFCOM’s 3% drop call target by adjusting the settings if the drop rate went too high - and all of this is done without any human intervention.

The intelligent scripting tool allows the advisor to enter all the information into the script and dependant upon the answer to the question, will determine the direction in which the agent is directed.

Whisper coaching allows dedicated trainers and coaches to help train staff whilst on the phone - passing them valuable information with the customer blissfully unaware.


Implementation
At the point of sale, Telecom Applications advised that installation and training would be completed in 5 days and that there would be little interference with the day to day running of the business.

“The implementation went smoothly with no problems, the engineers arrived on Friday and by Tuesday we were able to load data into the dialler and start making calls,” said Sarah.


Benefits of Telecom Applications Solution
The following are some of the ways in which Managing Director Sarah White believes M-Viron has benefited from the Telecom Applications solution:


Call Recording became a necessity for all Orange retailers and without the call recording functionality M-Viron wouldn’t have been able to continue trading
The system is quick and easy to use and is backed up by constantly available support from the TouchStar and Telecom Applications team.

Valuable training was provided by TouchStar coupled with 24hr support -eradicating issues before they affect the business

Reports are easily generated with detailed statistics, real time and historic reports.
Intelligent scripting tool which provides the advisors with an aid to help them throughout the call
New Campaigns can be created in minutes
Campaigns can be changed without any disruption to the advisors
Flexible and scalable – grows with your business
Value added extra’s (e.g. 0870/0845 numbers, Lease Cost Routing, Cat5 Cabling etc)
All of the above has led to substantial Increases in productivity and sales.


Results
Increased productivity
Increase in sales not just proportionate to increase in staff
More than met all DMA & Ofcom requirements
Company grew from 7 to 16 agents in 8 months

Source From: CRM Today (http://www.crm2day.com/library/50444.php)