The Challenge –
PFP Energy had been manual dialing and although they were happy with their processes they decided to explore the dialler provider market to find out more about how a cloud contact centre solution like MaxContact could bring improvements mainly to the debt chasing team. PFP Energy initially went online to search for a company that could help and although they found a few dialler providers, MaxContact was one of the leaders due to it being recommended by one of their senior managers who had used it in a previous company. Although PFP Energy were looking for the right solution they were very keen to have a partnership with a solution provider to assist them with the implementation of a solution that many of the staff had no experience of using.
The Process –
PFP Energy invited 3 providers in to demonstrate their solutions and explain how they would work with PFP Energy to implement their solution. MaxContact soon became the clear leader for the projects team mainly, due to taking the time to fully understand what PFP Energy were looking to achieve and, not just going in to sell them a dialler. The projects team recommended MaxContact and one other provider to the senior management team and both presented the solutions with, MaxContact being the clear winner. From the start of the process, PFP Energy were supported by a MaxContact Account Manager who continues to support them as the relationship grows. PFP Energy highlighted that one of the main reasons they chose MaxContact was due to the consultative sales process and were very impressed with the interest MaxContact showed in them, their process and what they were looking to achieve. PFP energy have taken advantage of MaxContact’s free web-based training which has worked extremely well. They highlighted that our trainers were really proactive to arrange short sessions when required. Further technical advice has also been taken advantage of when PFP Energy were looking to make changes to scripts, wallboards etc.
The Results –
The MaxContact solution was implemented within the debt team department but soon, other departments started to take an interest and as a result, other teams have already started to use the solution with others wanting to take it on as well. PFP Energy have brought on sub departments who are involved on a temporary or short term basis. For example, if there is a data set they want to work through more efficiently, they put a team on MaxContact to work through it.
Sarah Pinder – Project Manager
In such a short space of time the impact of maxcontact has been amazing. Not only has it enabled us to increase the number of people that we contact, it has also resulted in us bringing more customer accounts out of arrears.