Close Relationships & Happy Customers

As a company we have secured contracts and worked with some of the biggest renewable energy companies throughout the UK and the world. Our business model was simple - to source customers through our in-house contact centre and then distribute these leads to our field teams co-ordinated throughout England, Wales and Scotland.

The workflow process was simple enough, what wasn’t so simple was translating this into a successful dialler system.

We have had three alternative dialler systems during our trading history, with the decision to work with them based largely on unlimited call cost at £100 per FTE per month. These decisions made perfect sense at the start however on further analysis the amount of downtime, dropped calls, poor data management quickly soured the relationships - until we worked with Greenlight Innovation.

Since we switched to the Greenlight predictive dialler CRM and data management system we have massively streamlined our processes. Not only do we have tailored reports created to pinpoint our success and drop off points, but our sales have also increased by 20% and our data costs have reduced by 50%!

It wasn’t just the contact centre that benefited; we were also able to integrate the field team’s diary management into the dialler. This meant the customer appointments were then exported automatically and securely which saved us money on employing extra resource to do so.

I'd recommend Greenlight Innovation to any company that deals with customers on a day to day basis to see how they can benefit and help build your business.

At Regional Cover we have a team of 10 representatives covering Scotland who make outbound calls to the general public informing them of the financial products we deal with and offering a free review service. As a company within the financial services industry we deal with products such as personal insurances, pre-paid funeral plans, pensions and investments, loans and mortgages.

When we first started out in May 2016, a number of our workers had previously worked in similar positions using various systems. We started off with a system called Easy Contact Now which we were familiar with and this was a low cost way of running things. Our employees found this system complicated and felt it ran extremely slowly, which impacted the business massively. Firstly due to the lack of customers being spoken to on a daily basis, and secondly due to long delays connecting answered calls to agents resulting in frustrated customers who could not hear our reps. From a management point of view we found it did not fully provide us with the services we needed. We decided to look into a different system and our workers swayed our decision to contact Greenlight after previously using their call centre software and finding it very effective.

After a great tour of the system, we decided that Greenlight would definitely support us as a business going forward. The main points that impressed us were the volume of calls the system could deal with whilst running at a fast speed, the simplicity of using the system, features such as the diary booking system for our financial advisors on the road, the daily TPS cleansing service and the ease of producing reports from the system. Not to mention the excellent customer service we received from the team from the very first point of contact.

The Greenlight team adapted the service to meet our specific needs and have continued to do so to fit in with any progression and/or changes in our business.

Our employees took to the Greenlight system immediately and found it very easy to use and perfectly understandable. Upon asking them the simple question ‘What do you think of the Greenlight system?’ the responses were all very positive:

“Very easy to use”

“Really good, simple and streamlined, requires very little training”

“Everything I need it to do, it does”

“Best system I have ever used and I have been in call centres for 5 years using lots of different systems”

“User friendly, self explanatory”

We would recommend Greenlight as a system to any company old or new. Alongside the excellent system customers are guaranteed a great level of customer service and a very hands on approach from the team. We most definitely feel with Greenlight we have the best system and the best value for money.

We operate a 30 seat contact centre offering a range of products and services to end consumers.

We needed an efficient and cost effective predictive dialling / contact CRM system that would integrate with third party and existing applications and processes.

We were already using a dialling platform but it was expensive, cumbersome, and would not integrate with our other systems forcing expensive and time consuming manual intervention which was dramatically hitting sales yield and profits.

The Greenlight system was installed and running within a matter of days. Support matters are dealt with by the team virtually in real time, and almost always by the end of the same business day.

The system has been enhanced over the time we have been using it in line with every requirement that we have had and there has been no additional charge for this. Everything that we have wanted to do has been possible and achieved.

We are making in excess of 5,000 decision maker contacts a day now and the Greenlight system handles all of the associated processes from front to back very efficiently. The Greenlight CRM system seamlessly integrates customer service agents residing across the UK, USA, and Eastern Europe giving real time access and predictive dialling to the same customer base no matter where on the globe the agent is located

In my view the predictive algorithm is best of breed. We not only have a colossal contact rate whilst remaining within Ofcom limits, but incoming calls are routed so that they may be answered within 2-3 rings at the most.

I would recommend Greenlight any day of the week - though I must admit I would rather that my competitors didn’t have the advantage that I do by using it!