We were engaged by a leading telemarketing organisation to conduct a review of their legacy telecommunications (telecom) services. We supported our client to assess the wider technology market, because they felt significant improvements could be gained from deploying cloud-based technologies, which would integrate seamlessly with their Customer Relationship Management (CRM) platform. They had already invested in their existing CRM platform, and they wanted to ensure they were accessing all possible benefits. Overall, they hoped to increase agent productivity and sales conversion rates, strengthening their position as a leader within the regulatory technology and legal technology sectors.
Within the programme, we were retained to:
“As our business expanded, it became evident that our legacy systems were inadequate. With guidance from tkg, we conducted a comprehensive market review and selected a supplier that enhanced our CRM and outbound dialler functionalities. This new unified system not only automates calls, increasing customer engagement time, but also consolidates our reporting, offering valuable insights from a central platform.
The experience of working with tkg has been a great success, because they have supported us to gain efficiencies. Our agents are spending less time toggling between multiple systems and more time having meaningful conversations with our customers. On average, we have seen sales increase by 30%.”