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GMAC-CM continually exceeds customer expectations with advanced approaches to internal and external communication. That’s why the mortgaging giant decided to contact SpeechVantage to implement speech automation.
Challenge
GMAC-CM’s existing systems faced a number of challenges, including inconsistent inbound call paths, multiple DID phone lines, no customer call statistics, a lack of automation / self-service , and expensive IVR licensing.
Solution
SpeechVantage helped GMAC-CM fulfill their customers’ servicing needs with Voice Portal (call routing, self service functionality, and reporting), Directory Assistant for agents (eliminating the need for DIDs), and by varying self-service options by customer level.
Benefit
The new system routes over 25,000 calls per month for 8 subsidiaries, including 93% routed without operator assistance. Qualitative reports on customer usage help maximize the efficiency of every resource.
The University of Pennsylvania Health System (UPHS) is committed to remain a world-leading institution in patient care, education, and research.
Challenge
Providing staff with phone access to vital information proved confusing and inefficient. Problems included operator-mediated access, a relatively static call center budget, call center sprawl, and no automation or self-service component. UPHS’ notification system was particularly chaotic because of an inconsistent manual process.
Solution
SpeechVantage immediately instituted a Directory Assistance speech portal, as well as centralized On-Call and Notification systems to enable greater staff communication.
Benefit
With web and voice access to On-Call services for over 40 departments (and growing), fewer calls are fielded by operators and notification times have been significantly reduced. The resultant redeployment of two FTEs has saved the organization $90,000 in per-year staffing costs.
The goal of CarePlus is to provide a system for high quality, cost-effective health care that promotes better health for its members.
Challenge
The Careplus call center was being drowned in customer service requests. Of all the company’s logged calls, 62.4% were for repetitive tasks, such as check eligibility and ID card replacement. Without automated, self-service assistance, these calls overwhelmed the operator.
Solution
SpeechVantage overhauled the Careplus call center in less than 3 months from contract to production, implementing Directory Assistance, a Member Services Portal and automated Provider Services.
Benefit
With a Spanish language portal later instituted, the new call steering capabilities eliminated operator inefficiencies and improved customer satisfaction quickly and effectively. The system now routes over 35,000 calls per month, 92% without operator assistance.
Day-Timers, a leading provider of time management and organizational solutions, was already utilizing a speech solution when they called SpeechVantage.
Challenge
In order to improve caller satisfaction for the current customer base, Day-Timers wanted to enhance the system’s existing functionality. The company turned to SpeechVantage to reach a wider caller population and additional savings through increased automation.
Solution
SpeechVantage’s module-based systems (Reminder and Order Status) were able to easily integrate into the existing infrastructure and provide fast, significant results. Day-Timers Customer Service features include: order tracking, return instructions, account payment and invoicing. With the Survey module, Day-Timers was also able to obtain more information from callers on their appreciation of the company’s various products and services.
Benefit
Day-Timers has experienced a 75% automation increase from the enhanced order entry system and a 80% increase in customer service automation. Additionally, t he percentage of callers using self-service are up dramatically, and Day-Timers is refocusing its freed resources toward other projects.
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