Vonage > Case Studies > Revamping Debt Busters' Operations with Vonage and Salesforce Integration

Revamping Debt Busters' Operations with Vonage and Salesforce Integration

Technology Category

Application Infrastructure & Middleware - Data Exchange & Integration
Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Applicable Industries

Consumer Goods
Telecommunications

Use Cases

Inventory Management
Time Sensitive Networking

Services

System Integration
Training

About The Customer

Debt Busters is an insolvency practitioner based in Australia, founded in 2005. The company offers financial management and debt-relief solutions, helping thousands of consumers regain financial control and saving them more than $68.9 million (AUD) in debt repayments. Debt Busters prides itself on providing a dedicated Client Service Manager to work closely with consumers and provide a high level of customized service specific to their situation. In 2014, the founders were ready to take their business to the next level, but were hindered by the inefficiencies of their legacy client database and telephony system.

The Challenge

Debt Busters, an Australian-based financial management business, was grappling with the inefficiencies of their legacy CRM and phone system. The existing system was not equipped to handle the growth the company was anticipating. The rudimentary system for inbound calls resulted in all phones ringing simultaneously, leading to calls often being directed to the wrong people. This inefficiency wasted valuable time daily and hindered the company's ability to provide a high level of customized service to their clients. The company was in dire need of a solution that could streamline their operations and support their growth trajectory.

The Solution

Debt Busters turned to Vonage Contact Center for Salesforce to address their operational challenges. The solution offered a high degree of usability and seamless integration with Salesforce, making it the ideal choice for Debt Busters. The Vonage Contact Center's local call identification feature for outbound calls led to a significant increase in response rates from referrals. If a prospect didn't answer but called back, they were instantly routed back to the correct advisor, improving client conversion rates and contributing to the company's growth. Additionally, the integration with Salesforce allowed consultants to instantly access a client's file when they received an inbound call, enabling them to provide a more personalized service and reducing time spent on calls.

Operational Impact

The implementation of Vonage Contact Center for Salesforce transformed Debt Busters' operations, driving sales and productivity. The solution's dynamic call routing feature improved customer satisfaction as clients were able to reach the right person at the right time. The company was able to provide a more personalized and efficient service, enhancing the value they offered to their clients. Additionally, the reporting suite provided by Vonage allowed managers to assess calls per month, average length of calls, and abandonment rates, enabling them to provide coaching and support to their advisors. The solution not only streamlined Debt Busters' operations but also facilitated unprecedented growth.

Quantitative Benefit

Customer numbers increased by 83% in less than a year after implementing Vonage Contact Center for Salesforce.
Response rates from referrals increased by 500% due to the local call identification feature for outbound calls.
Three minutes were saved on average wrap time due to the integration with Salesforce, reducing wait times for the next caller.