Technology Category
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Middleware, SDKs & Libraries
Applicable Industries
- Finance & Insurance
Applicable Functions
- Product Research & Development
- Sales & Marketing
Use Cases
- Leasing Finance Automation
- Real-Time Location System (RTLS)
Services
- System Integration
- Training
About The Customer
Prospa is an innovative financial services company based in Sydney, Australia. They offer an online platform that makes it easier for small businesses to apply for loans. Since its establishment in 2012, Prospa has quickly grown to become Australia’s leading online business lender, fundamentally changing the way Australians experience finance. They have an impressive 95% overall customer satisfaction rating. Prospa's phone sales teams, including New Customer Acquisitions, Customer Retention, and Channel Partners, make about 8,000 outbound calls and receive 2,000 inbound calls each month, a number that is expected to rise significantly.
The Challenge
Prospa, a Sydney-based online platform that simplifies loan applications for small businesses, was in need of a telephony provider that could easily integrate with Salesforce. The company was looking for a solution that was not 'clunky' like other options they had considered, which used plug-ins for integration. The challenge was to find a telephony provider that could seamlessly integrate with their existing CRM system, Salesforce, and support their business growth with cloud-based innovation.
The Solution
Prospa chose Vonage Contact Center as their telephony provider due to its seamless integration with Salesforce. The integration of Salesforce and Vonage allowed all telephony activity by the Prospa sales teams to be automatically updated in the customer record. This provided real-time sales and business reporting, driving new customer acquisition. The cloud-based Vonage Contact Center offered scalability to grow with Prospa, allowing them to increase their call volume significantly without needing to change their technology. The Vonage Contact Center also provided dynamic call-routing, improving customer experience by routing calls to the right Account Manager based on the customer record. The system was easy to set up and changes could be made seamlessly and easily as needs arose.
Operational Impact
Quantitative Benefit
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