Transforming a 10-year-old business by driving sales and productivity
Debt Busters are an insolvency practitioner based in Australia. The business was founded in 2005, and since then they have helped thousands of consumers regain financial control and saved them more than $68.9 million (AUD) in debt repayments. They offer financial management and debt-relief solutions that deliver real results to the client. Debt Busters prides itself on providing a dedicated Client Service Manager to work more closely with consumers and provide a high level of customised service specific to their situation. In 2014, the founders were ready to take their business to the next level.
The main issue was the inefficiencies with the legacy client database and telephony system. Co-Founder Simon Frew says “We realised that the existing phone system and CRM software was not capable of handling the growth we were anticipating.” Time was wasted every day when calls were going to the wrong people. There was only a very basic system for inbound calls where all phones would ring at the same time.
Implementing Vonage and Salesforce’s cloud technology
“We contacted 3 or 4 providers, but Vonage Contact Center provided the most amount of usability and integration with Salesforce, and was the right solution for our business – it looked like it could make our work easier” says Simon. Together, Vonage and Salesforce led to a leap in productivity and customer numbers, which has increased 83% in less than a year. Simon adds “Vonage and Salesforce allowed us to grow at an unprecedented rate.”
The Vonage Contact Center local call identification feature for outbound calls has led to a 500% increase in response rates from referrals who are interested in Debt Buster’s services. And if the prospect doesn’t answer but calls back, they are instantly routed back to the correct advisor. This further improves the client conversion rate and helps explain the huge growth in clients. Lastly, if that consultant is busy the call will be put on hold, saving time for the team.
When a Debt Busters consultant receives an inbound call a screen pop appears, along with their Salesforce file. This means consultants always know who is calling, and as a result, they are able to give a more personalised service from the moment they answer the phone (saving time). This has hugely reduced time spent on calls. And the links with Salesforce mean 3 minutes has been saved on average wrap time which enables advisers to help the next caller without overly long waits.