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 Case Study 4 - Client Management System for Call Center
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Paper Less Office! Better Customer Relation Management Solution Case Study 1
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Client Management System for Call Center Case Study 4
  Client Management System for Call Center
E-mail Marketing Application Case Study 5
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 Customer
A leading Insurance Brokerage firm, provides insurance related services to individual and corporate firms. The firm has been representing some of the most competitive and financially stable insurance companies in the industry.
 The Challenges
Using direct mailing (Postcards) advertisement and product offer and 300,000+ responses per month from more than 9,000,000 potential leads spread across USA this company was looking for client management system with integration of their OCR software and automatic dialer.

Client management system needs to be equipped with term life quote engine and complete phone call interview process for different companies. Once the interview process completed, data transferred on PDF application form and submitted to insurance company and Para Medical labs for further process.
 The Solution
Customized Client management system (CMS) and made possible integration with Offline OCR software (Scanning software) and offline dialer software.

Automatically OCR software transfer data to CRS after scanning is done. Stored Data then pulled by offline dialer software from CMS system and call the client. If client is available on the phone then transfers phone call to available agent by opening client's profile on CMS.

Once agent finish interviewing client on the phone, system automatically send application form to client for review and approval. After client's approval CRM automatically send application and all required forms to the insurance company and Para medical labs for further process.

For entire process, event triggered sales force automation has been developed.

In outcome of this project, Customer Company achieved their goal to decrease turn around time of application process and pulling client information on screen while client is on the phone. This results in increasing sales and customer satisfaction level.
 Duration of the Project
This project was handed to the client in 8 weeks. This included real time testing and making additional changes according to development team and client's suggestions.

Onsite training was provided to all employees. We provided first year free support and free training to new employees. Client signed for 5 years support for this hosted application.
 
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