Case Study - Innerworks
Innerworks Business Solutions' vision is to be the best Recruitment and BPO in the market.. To achieve this outcome they recognised that they had to hire, retain and develop their internal team into the best employees within the Recruitment & BPO sector.
The Challenge
Innerworks Business Solutions is an administration business that covers everything from appointment setting to recruitment.
Prior to working with MaxContact, their previous systems were very restrictive and offered no flexibility. Their inability to access their own data and call recordings meant that they had minimal visibility on the day-to-day running of the contact centre.
MaxContact were engaged to see if we could streamline this process, increase productivity and subsequently increase the amount of revenue the contact centre was generating.
“It was probably the easiest onboarding process I ever gone through. The MaxContact team kept us updated during the whole process and the transition was seamless..”
The Process
MaxContact were engaged by Innerworks Business Solutions to showcase the system and demonstrate how the solution would benefit the business.
Innerworks were keen to cover some key aspects;
- Ease of use for the Connect Team - they didn't want an extra system to learn on top of their current workload.
- Automation - Innerworks wanted to automate as many processes as they could so that they could concentrate on what they do best.
- Visibility - Prior to using MaxContact, Innerworks had no visibility on what was happening day to day on their dialler. They wanted to see real-time information and clear reports so that they could get a better handle on the productivity of the team
After going through the demonstration and subsequent meetings it was clear to the Innerworks team that MaxContact could deliver, and exceed, their expectations. It was also clear that they were partnering with a vendor who would work closely to understand their business and help to continuously get the best out of the system.
“MaxContact was the best option for us. It is a single view solution, meaning we can integrate SMS and email without any issues. It gives our agents that single pane of glass view that makes their lives easier whilst giving the business the benefit of increased productivity"
The Results
Innerworks have seen a huge increase in all of its key metrics since implementing the MaxContact solution. Importantly, they have also crossed off their main requirements;
- Seamless Integrations - We use most of the features within MaxContact. Inbound, outbound, predictive dialling. The scripting feature is key for us as we embed our CRM within the script, and we can send an SMS with the click of a button. Everything for the agents is on one screen and it’s helped increase agent productivity and reduce downtime throughout the day.
- Support - Whenever we have had questions, The Customer Success Team have been there to support us and go out of their way to ensure it gets done. It's amazing for us to work with a team that wants to grow with you and see you succeed.
- Future plans - We are about to implement AI within MaxContact which is going to be fantastic. It’s going to allow us to provide feedback to our agents on all calls and ensure that we are compliant. This really is going to make a massive difference to the business and I’m excited to see how we develop over the next 12 months.
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