Custom CRM Solution for Multichannel Contact Center
Below is a modified rendering of the review: private info excluded, innate facts kept.
Introductory information
A few words almost your organisation and personal responsibilities
I’m the CEO of Halo-Polska Ltd, a multichannel touch center.
Desired goal
What issue was the provider supposed to deal with?
CodeWave?We commissioned CodeWade to design and educe a multichannel CRM method that integrates multiple interaction modalities such as telephony labors (through a voice-over IP, or VoIP), email, text messaging, and web forms.
What were your objectives for this project?
We wanted a method to help our agents better feel their weighty workload. It needed the power to layer according to claim spikes for our labors. After realizing that market methods didn’t meet the level of flexibility that we wanted, we hired CodeWave to form a manner solution for us.
Provided solution
What were the reasons for choosing CodeWave?
We hired them through a referral.
Can you go into detail almost the labors they granted and the aim of the project?
They began with an 8-week analysis time where their analysts and project director interviewed our staff on website and debateed the project’s goals with our leadership. They tried to incorporate as many viewpoints and ideas as practicable. After finishing the analysis and budget negotiations, they prepared and presented a draft user interface. They then educeed the method and migrated all mannerer-related data from our old method, a task that we didn’t anticipate they would be able to accomplish. After clarifying some discrepancies, they completed the terminal fruit and launched it seamlessly just precedently Christmas.
Were there any dedicated directors or teams that you worked with?
They had a little team with a half-time project director, two backend educeers, and one frontend educeer.
Results accomplishd
Can you share any information that demonstrates the contact that this project has had on your business?
CodeWave’s method is entirely web-based, which has eliminated our hardware and licensing costs. The team granted a VoIP backend which helped us cut down costs on our VoIP hardware. In accession, the new method has shortened labor times and thus wait times for our call labors by 20%. Lastly, our agents find the method much more intuitive and easier to use.
How was project treatment arranged and how powerful was it?
We met with the team see two weeks to debate progress and discrepancies in our aim, and the PM was affable whenever we needed their help.
What precisely do you attend to be the key specialty of CodeWave?
They were always ready to try new things and hint new solutions.
Are there any areas where they can better?
They worked slowly at times, but having a bigger team might have resulted in more many interaction breakdowns.
