Financial services company, DirectAxis, recognised the need to improve the workflow of their loan applications process as this would not only enhance the customer experience further, but also have a positive financial impact on the business. In addition to this, the company wanted to replace an unstable tool developed by a third party, as this was affecting the efficiency and productivity of agents, and also making it difficult to track campaigns and monitor performance.
INOVO introduced a solution called Customer Interaction Management (CIM). CIM is a product that enables businesses to interpret, prioritise and apply business rules to data from a central location.
This then triggers workflows across business applications and customer contact channels to drive process and business improvements.
“Agents are now able to spend up to 40% more time in a measured environment”
DirectAxis’ customers now enjoy a more seamless loan applications process – as “off-system” agent tasks have been reduced and more processes monitored and measured across business systems, agent performance across campaigns is now more easily tracked, leading to enhanced opportunities for organisational excellence and potential increases in customer satisfaction across the board.