SLG Financial Solutions were struggling to find a telephony integration that would be an asset rather than a liability. After searching high and low, SLG selected CloudCall as the perfect solution to suit their needs, allowing agents to focus on improving the client experience.
SLG used Microsoft Dynamics 365 as their customer relationship management (CRM) system. However, they found it difficult to remember details from conversations when reporting on cases that could be months old. They began searching for a communications solution that would integrate with Microsoft Dynamics 365 that was easily scalable, while also helping to increase user adoption.
In the pre–CloudCall era, SLG didn’t have much of a system for storing and accessing their call recordings. Working in the heavily regulated financial industry, it was essential that SLG had full access to their call recordings for much longer than three months. The worst thing? Their previous provider didn’t meet their customer support needs.
After using CloudCall for over a year, the SLG team has noticed a big improvement in their productivity. Features such as Inbound Caller Identification mean that advisors can quickly scan the caller’s notes in their CRM system. By taking away menial tasks like sifting through past emails and documents, advisors can find past calls and their notes at the click of a button, reducing distractions and shifting focus back onto the client.
We have helped SLG with meeting their compliance needs, especially when they have to handle sensitive information. If SLG advisors need to submit the client’s debit or credit card details over the phone, they can easily pause the call recording so they can take those details privately. With our platform, SLG has easy access to call recordings that are securely stored in the cloud, increasing their compliance to industry regulations. An added bonus, being able to listen back to calls has enabled management to provide further training and guidance.
By seamlessly integrating our platform into their CRM, SLG has enhanced the value provided to clients. They knew they had invested the right solution.
Now with a robust system in place that helps SLG to train their staff quickly and help advisors provide a valuable service to clients, Stephen has the confidence to employ more staff – guiding SLG’s growth.
Request a call back to discover how we can help increase your team’s productivity with a fully integrated phone system, that syncs directly back into your CRM system. You can also find more of our customer success stories here.