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Contact Solutions Implements Improvement Strategies to Double Incremental Customer Savings in 2010; Continues Sales Growth
Laser-like focus on Continuous Improvement Practice yields more than $8 million in additional savings while improving customer experience; creates new sales opportunities for the company
Reston, Virginia, January 31, 2011—Contact Solutions, a leading provider of on-demand contact automation solutions including IVR, email/text messaging and web transactions for business and government, helped its customers realize an extra $8 million in savings in 2010 with its targeted Continuous Improvement Practice (CIP), which focuses on customer experience, end-user satisfaction, efficiencies and cost savings. These additional savings represent savings above and beyond the savings Contact Solutions creates for its customers on a daily basis and are a two-fold increase from the previous fiscal year.
Contact Solutions CIP professionals are incentivized to partner with customers to find new operational savings while at the same time increasing automation rates. The goal is to improve end-users’ experiences when using IVR and self-service solutions by handling their inquiries more quickly, efficiently and effectively.
It’s a one-of-a-kind approach that is proving successful for Contact Solutions and its customers. In addition to doubling cost savings, as of December 2010, Contact Solutions has delivered 430 hosted IVR solutions and logged more than 2.2 billion calls. The company realized record numbers of calls eight months of last year, a testament to the growth of the company, and December was the busiest month ever for Contact Solutions with a record-breaking number of calls and call minutes in the 31-day period.
“Our hosted IVR solutions are created to save our customers money from day one. But, unlike other IVR providers, we continue to strategically assess our hosted solutions on an ongoing basis to find better ways to automate systems and save our customers money above and beyond the savings they are already realizing. We help them find ways to optimize their systems quickly and efficiently based on changing call volumes, planned and unplanned customer events and even new developments in the way customers want to access contact centers,” said Paul Logan, president and CEO of Contact Solutions. “Our ultimate goal is to continually optimize our customers’ applications while we ensure that they are improving the satisfaction and experience of their end users.”
In addition to improving end-user satisfaction, Justin Lemrow, Contact Solutions’ director of CIP, said his team must meet an annual quota of new savings they must uncover for customers while ensuring that customer experience improves or is steady.
“Contact Solutions is very invested in our relationships with our clients to make sure their systems easily improve and adapt to changing call patterns and market conditions for the long term,” said Lemrow. “We not only prove our success by showing our customers how much CIP saves them every year by optimizing IVR performance and automation rates, but also how it can help them create a better IVR experience overall.”
An example of additional savings found through CIP was for a commercial student loan program, according to Lemrow. “We found a way to save an additional $323,000 per year by identifying three new self-service functions that could be added to the menu offered to callers. Not only did these changes reduce minutes by 7.6 percent in the call center, but they also allowed callers access their account more securely and perform real-time account servicing.”
Contact Solutions also achieved an average annual growth of more than 40 percent during the previous four- year period. “As part of our efforts to achieve $100 million in revenue, it is critically important to create momentum from quarter to quarter and year over year,” said Tim Perez, vice president of sales. “Our impact on our customers’ bottom line and impact on their customer loyalty and satisfaction is a measurable differentiator for us, particularly in these challenging economic times.”
About Contact Solutions
Contact Solutions delivers on-demand contact automation solutions including IVR, email/text messaging and web transactions, and call center analytics.
The company’s core business is to ensure its clients’ self-service automation rates continue to increase well after the initial deployment. With its game-changing Continuous Improvement Practice and world-class IVR hosting facilities, Contact Solutions is incentivized to continually find new contact center savings for their clients. By continuously identifying, implementing, and monitoring inbound/outbound notification solutions, Contact Solutions consistently raises the bar on customer savings by reducing live-agent costs and stepping up the end-user experience.
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Media Contact
Margaret Brown
ThinkDesign
(703) 898-9443
© 2010 Contact Solutions, Inc. All rights reserved. All trademarks and company names mentioned are the property of their respective owners.
Contact Solutions is known for being a great partner and for its commitment to continuous improvement; this is a standard part of its offering.”—Donna Fluss, DMG Consulting
