Diamond Legal .pdf

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Author: Ben Booth

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Customer Success Story:
Diamond legal are a claims management company who
specialise in road traffic accident claims. With 15 users in
the call centre and 40 + staff within the business services the
claims sector.

167%

175%

100%

DMC Increase

Sales Increase

Up-time

261%
Average talk
time increase

THE CHALLENGE
Diamond legal were using Easy Contact Now (Easy Call
Now) for their predictive dialler platform, unfortunately
Diamond legal were faced with numerous challenges
with their existing provider which included:

 Poor support
 Stability issues
 Reports available for only 24hrs, after which
the data was deleted

 Call recordings removed after a month causing
compliance problems

THE PROCESS
After using a predictive dialler, diamond legal knew
what they wanted and being more experienced in the
market, they knew what to watch out for as well. After
going through a lengthy procurement process,
MaxContact was the stand out solution they chose to
take their business forward. Not only did they feel the
product was the correct fit, but the company was too.

“Not only is the performance better, but
the support is night and day”
James Anderson – IT Director

 Non-configurable real time statistics
 No scripting
 Poor performance with average ready times

The solution - True Cloud, built in

and live person connects per day
It was important for Diamond legal to ensure that the
next supplier not only had the right product, but was
the right company to work with, as the outbound sales
department is pivotal to the company. Though they
knew the value of a predictive dialler they felt the
limitations and service levels provided by
EasyContactNow were hindering the sales performance
of the business so they decided to look at alternative
suppliers.

Microsoft Azure platform, ensuring
. security and compliance as standard

Support – Is the No 1 reason clients
move and stay with us, with our
experience UK based support team
.

“We didn’t believe the figures Max said we would achieve over EasyCallNow. For

anyone who thinks the figures quoted by MaxContact are inaccurate, they can call
me!”
James Anderson – IT Director

THE RESULTS
There is no better praise than exceeding expectations from day one, here is the feedback from the client after
the first day of using the product over Easy Contact Now.
“A few stats for us to compare the performance of MaxContact and Easy Contact Now. I have taken the
averages for the whole of March from EasyContactNow for the following Metrics and compared it to yesterday’s
performance on Max”

Ave Talk Time Per Agent

DMCs Per Agent

Sales Per Agent

Products

01:30

29.3

4

PPI, RPPI, URSC, PBA

03:56

49

7

URSC Only

261%

167%

175%

March
EasyContactNow
Max Day 1
Increase %

“The best day for URSC was 52 clients with 13 agents (4 each). Yesterday we managed 56 with 8 agents (7 each), we
can’t wait to see the numbers when we add the rest of the other products”
In addition to the increases in performance and stability Diamond legal were also able to utilize the additional
features MaxContact had to offer. Before the statistics were minimal, reporting was poor, which was hindering
Diamond legal’ ability to drive the performance through change and marketing ROI results. Since moving to
MaxContact the reporting Suite and real-time configurable dashboards have embowered them to spot issues,
improve training and target marketing strategies that produce significant return on investment for them.

SUPPORT

DEVELOPMENT

The Support is night and
day; training and answer
times are superb and we
find that the staff are
always very helpful and
knowledgeable

We have been amazed at
the continual features
added to the product, we
have had more features
added in 4 months than 2
years of EasyCallNow

ADDRESS
Picadilly House
49 Picadilly Road
Manchester
M1 2AP

FEATURES
The reports, MI, Dashboards
and IVR’s along with data
alerts have been really
useful, you can tell the team
have worked in call centres
themselves

PHONE

EMAIL

P: 0044 330 159 6565

Sales@Maxcontact.com
www.MaxContact.com


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