Saveology.com improves call center productivity by 15% in the cloud

Challenge

• Saveology.com, a leading home services comparison shopping service, needed an enterprise-ready solution to support its rapidly growing, multi-channel business.
• The company had been using a mixture of proprietary and paper-based systems. There were few processes in place, and it was difficult to access and share information. The phone system didn’t scale, resulting in lost revenue.
• Saveology.com wanted a solution it could deploy in within 180 days, and easily adapt and expand as its business evolves over time.

Solution

• Saveology.com considered proprietary, Microsoft-based, and traditional ERP solutions. It chose Salesforce CRM Enterprise Edition because salesforce.com met more of its requirements for less money, was easier to deploy, and provided greater speed to market, saving over 50% of the cost of internally built solutions.
• With help from salesforce.com partner Appirio, Salesforce CRM was quickly rolled out to 400 sales, marketing, and contact center employees in the U.S., India, and the Philippines in 90 days.
• A custom agent console, fully integrated with Saveology.com’s InContact cloud-computing telephony system, lets Saveology.com handle more than 3,000 customer calls each day. InContact populates screen pops, while Informavores Spark Studio and Salesforce CRM walk reps through scripts and customer data collection.
• Saveology.com’s order entry system was integrated with Salesforce CRM, communicating with their internal web services to compile customer offers and reconcile orders across 52 sites and their global contact centers.
• Salesforce CRM Marketing works with Omniture and KeyMetric online business analytics solutions to help Saveology.com maximize its multi-million yearly online marketing budget, optimize key word spending, and measure campaign results all the way to purchase across both online and offline distribution platforms..
• Integration with Microsoft Outlook keeps a record of communications and keeps customer information up to date.
• Dashboards give management and agents real-time access to key performance metrics, including daily sales activity and variability, and individual performance.