Vonage > Case Studies > Prospa's Growth Accelerated by Vonage Contact Center Integration

Prospa's Growth Accelerated by Vonage Contact Center Integration

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.

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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.

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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.

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Operational Impact

The integration of Vonage Contact Center with Salesforce has simplified Prospa's operations and improved their efficiency. The real-time sales and business reporting provided by the integration has been instrumental in driving new customer acquisition. The dynamic call-routing feature of Vonage Contact Center has improved the customer experience by ensuring that calls are routed to the right Account Manager, based on the customer record. This has made business lending more accessible than ever. The easy system set-up and the ability to make changes seamlessly and easily as needs arise have also been beneficial for Prospa. Furthermore, the support provided by Vonage has been excellent, addressing any issues that arise promptly and effectively.

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Quantitative Benefit

Prospa's sales teams make about 8,000 outbound calls and receive 2,000 inbound calls each month, a number that is expected to rise significantly with the scalability provided by Vonage Contact Center.
Prospa has an impressive 95% overall customer satisfaction rating, which is testament to their success.
Prospa is able to increase their call volume from 10,000 to 50,000 to 100,000 calls over the next couple of years without having to change their technology, thanks to the scalability of Vonage Contact Center.

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