Case Study - Surge Direct
Our business is built on quality conversations and transparency for our charity partners. The Surge Group work alongside several fantastic charity organisations, both Australia based and globally recognized. We are thankful to be able to work with some of the World’s greatest humanitarian organisations, animal welfare groups, and research-focused institutions. We execute a wide range of various campaign types to meet our client fundraising needs.
The Challenge
Surge Direct was established in 2017 and have become one of the most successful direct sales and marketing companies in Australia. Towards the end of 2020, they had grown to a position where they wanted to expand into tele-fundraising. This led them to setting up a designated contact centre in Brisbane.
Surge Direct looked for a solution that could support them from day one as a startup call centre operation, grow with them, while providing the local support and industry guidance. MaxContact met that brief as they were willing to work with Surge Direct whilst they were in their infancy and continue to provide the support as they grow.
“With MaxContact you have a supplier that is proven, has the technical expertise and can call on their senior management for advice as well as both pre-sales and post-sales technical support. This provides all the ingredients for absolute success.” Markus Pedersen Contact Centre Manager
The challenge for Surge Direct was to find a contact centre platform that was agile enough to meet their needs now and in the future, whilst working to a strict budget as a new contact centre. There are numerous providers however Surge Direct required the highest quality product, including all the latest features within a start-up budget. During this growth period, it is vital that monthly budgets are efficient to attract new clients, be price competitive, yet provide leading technology and features.
The Process
MaxContact were invited by Surge Direct to showcase the solution to the management team and demonstrate how the solution would benefit the business. Although the Contact Centre Manager had seen MaxContact in action before it was important to get full buy-in from the executive team. During this process, MaxContact carefully identified the needs, wants and must-haves for Surge Direct to ensure the final tailored product provided ALL the functionality required to meet the specific brief.
After sign off MaxContact and Surge Direct sat down to go through a detailed onboarding plan which included; a detailed master script, reporting requirements, operational requirements, training plans and go-live strategy. Having this close communication and understanding is paramount to a successful launch.
MaxContact maintained consistent dialogue with Surge Direct during the system build and configuration stage to ensure that the client was kept up to date with progress and could manage their timeframes accordingly.
Extensive on-site training was carried out prior to go live and when the first campaign started MaxContact were on call ready to assist with any enquiries. This process ensured a smooth go-live and has given Surge Direct the confidence that they can onboard and roll out future campaigns with ease.
MaxContact were invited by Surge Direct to showcase the solution to the management team and demonstrate how the solution would benefit the business. Although the Contact Centre Manager had seen MaxContact in action before it was important to get full buy-in from the executive team. During this process, MaxContact carefully identified the needs, wants and must-haves for Surge Direct to ensure the final tailored product provided ALL the functionality required to meet the specific brief.
After sign off MaxContact and Surge Direct sat down to go through a detailed onboarding plan which included; a detailed master script, reporting requirements, operational requirements, training plans and go-live strategy. Having this close communication and understanding is paramount to a successful launch.
“Having a simple, and easily replicable, system for onboarding new clients is critical for efficiency and saves considerable staff hours when bringing on a campaign.” Markus Pedersen Contact Centre Manager
MaxContact maintained consistent dialogue with Surge Direct during the system build and configuration stage to ensure that the client was kept up to date with progress and could manage their timeframes accordingly.
Extensive on-site training was carried out prior to go live and when the first campaign started MaxContact were on call ready to assist with any enquiries. This process ensured a smooth go-live and has given Surge Direct the confidence that they can onboard and roll out future campaigns with ease.
“Having a simple, and easily replicable, system for onboarding new clients is critical for efficiency and saves considerable staff hours when bringing on a campaign.” Markus Pedersen Contact Centre Manager
“I’d previously seen MaxContact in action at another nofor-profit organization and had seen the success it had brought the team there.
However, one of the most appealing features of MaxContact is that it is a cloud-based platform. This meant there was no requirement for us to deploy and manage new servers to support the application. We were also impressed with its ability to be rapidly deployed, rich reporting functionality, support for APIdriven applications and easy customisation for individual client requirements.
This all-in-one cloud contact centre functionality and ticked all the boxes we were looking for in an outbound dialler solution. With MaxContact you have a supplier that is proven, has the technical expertise and can call on their senior management for advice as well as both pre-sales and post-sales technical support. This provides all the ingredients for absolute success.” Markus Pedersen Contact Centre Manager
The Results
Surge Direct have had great success since bringing MaxContact online as their team goes from strength to strength. Importantly, they have also crossed off their main requirements;
Cost and ease of onboarding new clients - since going live Surge Direct have worked with over 10 clients. Having a platform that is cost-effective and easy to onboard has been critical.
Scalable - the Surge Direct team has continued to grow since going live and will look to bring in agents at another site in the near future.
Partnership - the team at Surge Direct know that they can call on MaxContact at any time to assist with their needs and requirements.
“Our agents have loved using the MaxContact system. They’ve found it extremely easy to get to grips with; a single sign on page, intuitive dashboard, and easy to follow scripts have made for a simple onboarding process for new agents.. We’ve made use of the business rules feature in the scripting so that we can apply dynamic rules to a script to ensure the correct outcomes.” Markus Pedersen Contact Centre Manager
OVER 160,000 DONOR INTERACTIONS
100% SYSTEM UPTIME SINCE GO-LIVE
CONSISTENT CONTACT RATES OVER 63%
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