![]() ![]() Working with us to integrate Genesys Cloud and TrendzAct CRM was just the latest demonstration of that.” “And they’ve always acted like a true, long-term partner. “Genesys has always understood our business better than anyone else, and what it would take to delight our customers,” says Roberts. When Quicken decided to migrate from Salesforce to TrendzAct CRM, which it also runs on AWS, Genesys Cloud easily integrated its support center into the new CRM solution for Quicken. In addition, the multi-tenant model of Genesys Cloud facilitates continuous feature delivery without disrupting Quicken’s business, so the company can keep pace with customer demand and stay competitive. The platform’s microservices architecture on AWS delivers the reliability and flexibility that Quicken uses to quickly and cost-effectively add services. Long after deployment, Quicken and Genesys Cloud continue to take advantage of AWS. ![]() The two months it took for Quicken to fully deploy Genesys Cloud on AWS compares to the 12 months the company has needed to deploy other enterprise solutions on-prem. Quicken is so pleased with this capability that it incorporated it into the Quicken product and sees it as a key factor in reducing call-handling time.īecause Genesys Cloud runs on AWS, Quicken avoided the up-front time and investment, as well as the continuing expense, of buying, deploying, and maintaining servers. Its agents use screen share when handling voice or chat interactions to quickly understand the customer’s experience and provide the right solution. To further enhance the quality of customer service, Quicken uses Genesys Cloud’s screen-sharing capability, crucial functionality that Quicken would otherwise have to license at extra cost. And we did this without needing to rely on IT staff.” “We added new messages to our IVR in just a couple of minutes, which is almost unheard of in our industry. “The greatest impact of the Genesys Cloud platform is on how easily we can control the customer experience,” says Roberts. What’s made the difference for Quicken is the customer support center solution that Roberts and his colleagues decided to adopt: the Genesys Cloud, the all-in-one solution and a leading public cloud contact center platform, on Amazon Web Services (AWS). “They make better use of what we offer them, so they’re more likely to stay satisfied customers longer.” “Our customers feel incredibly supported,” he says. Quicken uses the freed time so agents can focus on what Roberts calls “white glove treatment” in helping customers to set up Quicken more fully so their active use of the software is higher over the long term. Agents now have a better understanding of what customers are experiencing, so they can provide the right solutions right away, boosting customer satisfaction. ![]() Deployment did indeed happen in just two months payback was complete in less than three months and-because the customer support center avoids the need for an IT engineer and costly maintenance fees-the annual ROI is 412 percent.īut numbers tell only part of the story. Onboarding agents is faster now because training on the customer support center is three to four hours shorter, despite its greater functionality. Over the past three years, the new call center has been an important factor in reducing call wait times to less than five minutes and speeding the average handling of those calls from 31 minutes per contact down to 22 minutes-even as Quicken continues to gain customers and grow its business. Quicken achieved all these goals-and more. It needed to scale rapidly to support the highly bursty demands of Quicken’s business, support omnichannel features like screen-sharing and chat to help agents provide fast and effective service, deliver unsurpassed reliability, and operate without the dozens of IT professionals at Intuit who would no longer be available to support it.Īdding to the challenge, Quicken needed its new customer support center deployed and fully operational in just two months. But not just any customer contact center. Among other sudden requirements, Roberts, Director of Operations and Technology at Quicken, needed to create a new customer care contact center from scratch. That was the very real question facing Ian Roberts and his colleagues in 2016, when Quicken separated from longtime parent Intuit. So who does Quicken turn to when it wants to manage its own business as effectively as possible so it can get on with providing the best product and service to its customers? Millions of customers worldwide rely on Quicken to manage their finances as effectively as possible, so they can get on with the rest of their lives. ![]()
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