increase in
total sales.
growth of interactions
managed per day.
queries answered
with automation.
increase in total sales.
growth of interactions managed per day.
queries answered with automation.
increase in total sales.
growth of interactions
managed per day.
queries answered
with automation.
Challenge
WiZink had the need to carry out a comprehensive management of the leads provided, generating shared environments with multiple agencies for common campaigns, as well as individual ones for particular campaigns. At the same time, lead information should be democratized so that the agencies work on equal terms and use the same CTI, being able to audit all sales made and the performance of agents, guaranteeing security and traceability in all processes. This required incorporating a new omnichannel contact and service platform.
Solution
Through the Marketing Automation & CRM solution, comprehensive traffic management across all channels was made possible from a single platform. This allowed leads to automatically and by default initiate a series of automations designed to drive their progress through the funnel or their assignment to different types of campaigns.
The work pipeline was optimized, providing strategic automation, immediate and personalized omnichannel attention, as well as a unique history of all interactions. This results in the optimization of processes in an intelligent way, freeing up resources and time.
Through the Contact Center solution, a VCC shared simultaneously with three agencies was created, guaranteeing an even distribution in quantity and quality of leads. Consequently, a VCC was created for each of the agencies with their respective campaigns. In those cases, leads were differentiated and shared based on WiZink's requirements.
Consequently, a VCC was created for each of the agencies with their respective campaigns. In those cases, leads were differentiated and shared based on WiZink's requirements.
Intermediary agencies have multiple access profiles, as well as their own custom reports and metrics. Thanks to the powerful dialer, optimal contact rates were achieved.
Real-time display of campaign metrics allowed to alternate between a progressive, predictive, or preview format as needed. The dialer achieved more successful calls in less time using multimodal autodial.
The implementation of the Speech Analytics solution allowed us to go from monitoring 50 sales per channel on a monthly basis to auditing all sales. Thanks to this technology, patterns, trends and data could be observed in an automated way and in real time for voice, video or text interactions.
With inConcert as WhatsApp Business Solution Provider, a new contact channel was created, with a level of control and management designed to measure. This allowed operators to service seven customers simultaneously instead of just doing it individually.
Interactions were facilitated through automation in customer contact strategies, being able to quickly distribute, organize and respond to messages. In this way, key KPIs such as First Response Time (FRT) and Average Response Time (ART) were also promoted.
Results
increase in sales.
increase in productivity.
growth in operations.
cost savings.
improvement in click-to-talk/chat ratio.
consultations attended with automation.
consultations attended
at peak hours.
of hot leads served
in less than 60 seconds.
increase in sales.
increase in productivity.
growth in operations.
cost savings.
improvement in
click-to-talk/chat ratio.
consultations attended
with automation.
consultations attended
at peak hours.
of hot leads served in less
than 60 seconds.
increase in sales.
increase in productivity.
growth in operations.
cost savings.
improvement in
click-to-talk/chat ratio.
consultations attended
with automation.
consultations attended
at peak hours.
of hot leads served in less than 60 seconds.
About the Client
Wizink is a digital bank specializing in consumer finance in Spain and Portugal. It has nearly 4 million customers and offers a wide range of personalized, simple, transparent, and digital financing solutions, as well as savings products.
Through the digital platform Lendrock, it offers immediate and custom financing solutions for the acquisition of used vehicles. In addition, it has Aplazame, the reference platform in the segment of payments and flexible financing for purchases in physical and online stores in Spain.
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Industry: Finance
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Operations: Spain and Portugal