Make every conversation count

Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.

Dudley Council is a large local authority in the West Midlands, serving a population of over 320,000 residents. The council manages a vast portfolio of over 21,000 properties, making it one of the larger social housing providers in the region. The Lead Income team, a crucial part of the council’s operations, is responsible for collecting all rental payments for council properties and chasing any arrears from missed payments.

This team plays a vital role in ensuring the financial stability of the council’s housing services, which in turn supports the provision of quality housing and community services to Dudley’s residents. With such a large number of properties to manage, the team faces complex challenges in maintaining efficient operations, ensuring timely rent collection, and providing responsive service to tenants.

D2MS, an outsourced customer acquisition company, faced challenges as they expanded, struggling with inefficient manual processes and limited performance measurement capabilities in their phone system. MaxContact came to the rescue with our auto-dialler, user-friendly onboarding, and dedicated support. By implementing MaxContact’s intuitive platform and advanced reporting tools, D2MS significantly improved agent productivity and gained the ability to measure data allowing them to strategise and support their rapid growth.

D2MS is an outsourced customer acquisition company that uses positive and friendly communication to turn leads into loyal customers. Its success – for high profile clients like recipe delivery service HelloFresh and tailored dog food delivery service Tails – has seen D2MS’ team of dedicated agents grow from five to 60 in the UK in little more than a year.

D2MS didn’t start life as a telephone customer acquisition company. Directors Kevin and Ian are events specialists, and the business originally focused on representing brands at exhibitions, events and public spaces across the UK. That’s still part of what it does, but when Covid hit and physical spaces locked down, D2MS added phone-based customer acquisition to its portfolio of services.

The company now offers a complete outsourced sales strategy, from digital marketing and events to telephone sales and customer retention. We spoke to operations manager Steph Warricker about how the company met its communication challenges as it diversified and grew.

ICX, a prominent player in the automotive industry, grappled with operational inefficiencies caused by their on-premise contact system, resulting in frequent glitches and hampering their growth potential. In search of a more suitable solution, they turned to MaxContact, whose flexible cloud-based system, strong support, and transparent collaboration proved instrumental in streamlining ICX’s operations. This shift allowed them to offer omnichannel solutions, enhance productivity, and better manage high-profile clients, ultimately enabling ICX to deliver superior customer experiences, efficiently scale their resources, and drive sustainable growth.

ICX works with some of the biggest brands in the automotive sector to deliver comprehensive customer loyalty, retention, and sales services, supporting their clients through all stages of the customer journey, from acquisition to aftersales. Customers include major manufacturers like Nissan, Suzuki, Stellantis Group, and large dealerships.

The company works as an extension to in-house teams, proactively contacting customers with the right messages at the right time. By doing so, ICX helps clients drive loyalty and retention, improve customer experiences, and increase sales to boost revenue.

The business has been operating for more than a decade. We talked to managing director Steven Sykes and technology director Scott Brown about the company’s search for more efficient communications.