Customer: Equiant Financial Services (Equiant), top receivables management and early-stage collections agency.
Situation: Equiant had difficulty handling the high volume of inbound calls in their contact center.
Solution: Using Varolii Collections application to automatically contact customers for payment reminders and collections, and provide options to self-serve.
Results: Equiant scaled to 50,000 customers a day and reached their entire user base in a week. Other results include:
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Reduced seasonal overhead expenses
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Provided consistent message to consumers
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Gained immediate detailed consumer call reporting
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Enabled customers to self serve, letting agents to focus on high balance accounts
Customer:
QualxServ, the leading provider of field maintenance and installation services for some of the most well-known computer and networking equipment manufacturers.
Situation: QualxServ struggled to reach consumers to schedule field visits. Their manual dialing process proved inefficient and costly.
Solution: Replacing manual customer service calls with automated communication – Varolii Total Solutions™ for Customer Service.
Results: QualxServ substantially improved scalability, reaching 85% of consumers within five minutes.Within weeks, Aqulia experienced substantially improved results in their core success metrics. Other results include:
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Higher revenue (by scheduling more field visits)
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Improved client satisfaction
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Reduced strain on contact center
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Manufacturer and consumer complaint reduced in half
Customer: Puget Sound Energy (PSE), Washington State’s largest and oldest energy utility.
Situation: PSE sought a simpler way for customers to pay, while reducing merchant transaction costs.
Solution: Incorporate Varolii Payment Processing into their existing collections strategy.
Results: PSE increased payments from 20,000 payments a month in 2002 to over 60,000 payments a month. Other results include:
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Decreased overall collections costs
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Increased consumer acceptance of Pinless Debit
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Increased customer experience
Customer: Vectren Corporation, leading provider of electricity and natural gas to over a million customers throughout Indiana and Ohio.
Situation: Vectren struggled to collect from its delinquent customers. They also had little insight into their success rates with their contact center.
Solution: Automating the collections process with Varolii Courtesy and Disconnect applications.
Results: Vectren dramatically increased collections and reduced their Disconnect notices by 10%. Other results include:
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240% increase in customer contact per day (list penetration)
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11% improvement in roll rates
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Significant decrease in call center costs
Customer: Aquila, Inc., a Kansas City based regional energy provider serving over 1.4 million customers.
Situation: Aquila sought to improve its write-offs and revenue recovery process by communicating with more customers pre write-off, collecting payments earlier in the cycle, and reducing disconnects.
Solution: Aquila implemented Varolii Interact™ to augment agent-based communications and improve list penetration. Varolii enabled Aquila customers to pay directly from the notification, navigate to the correct location of the Aquila IVR with pre-entered customer account data -- making payment fast and simple.
Results: Within weeks, Aqulia experienced substantially improved results in their core success metrics. Over time, customer surveys demonstrated that customers reacted positively to Varolii’s clear, personal, consistent messages. Other results include:
- 39% reduction in collections write-offs
- 45-60% reduction in cost per contact
- Redeployed over 40 agents from handling pre-disconnect outreach
- Reduced 0-30 and 30-60 day accounts receivables by over 9%
Customer: BOK Financial Corporation (BOK), a $16B regional financial services organization (NASDAQ: BOKF)
Situation: BOK knew that if they could reach their customers faster, they could reduce account closures and charge-offs, retain more non sufficient funds (NSF) income, and improve customer loyalty, before the situation snowballed with growing fees.
Solution: BOK implemented Varolii Interact™ to improve communications with customers in overdraft.
Results: BOK communicated consistently, personally, and effectively with over four times as many overdrawn customers as before. Communicating earlier in the cycle reduced account closures and charge-offs while Varolii’s timely, straightforward communications helped build customer loyalty by encouraging customers to transfer funds and avoid further fees. In the weeks following implementation, BOK:
- Increased reach rate by over 370%
- Increased collection of NSF income share
- Reduced overdraft operating expense
- Redeployed 75% of their dedicated overdraft service agents to other high priority areas
Customer: Alaska Airlines, one of the nation's leading airlines.
Situation: Alaska Airlines regularly had to pull agents off inbound sales to call passengers for flight delays and cancellations. This caused inbound call wait times to surge from under five minutes to as much as 30 minutes, which negatively impacted customer satisfaction and loyalty.
Solution: Varolii integrated Varolii Interact™ with Alaska Airlines' reservation system and, using its multi-channel capabilities, communicated all itinerary changes to passengers promptly.
Results: With Varolii, Alaska Airlines immediately improved customer satisfaction levels and improved agent productivity. Specific results include:
- Three-month ROI
- 40 times more peak capacity than using agents
- 66% lower cost per successful contact in comparison to using agents
Customer: Nextel Partners, a major integrated wireless provider (recently acquired by Sprint).
Situation: Nextel Partners needed to improve its customer win-back programs, while also improving the efficiency of its call center. After using a wide range of communication methods with minimal success, they sought to improve their communication with customers who had just cancelled or were eligible to cancel. With large numbers of customers, Nextel Partners needed to leverage costly inbound calls by driving traffic from those customers most likely to re-contract.
Solution: Nextel Partners chose Varolii Interact™. With Interact, Nextel Partners automatically communicated with customers, validated their identity, presented a customized offer and transferred interested customers to an agent. Communications were delivered to the wired or wireless device of the customer's choice.
Results: Nextel Partners improved connect rates while delivering a better customer experience. Within weeks, the provider:
- Increased customer saves over 400%
- Reduced agent handle, hold and idle times by over 50%
- Re-contracted 98% of customers (for those who transferred to an agent)
Customer: Southern California Edison, leading utility provider.
Situation: Southern California Edison (SCE), has many high-need customers, whose lives depend on electric-powered critical-care devices. In the event of a power outage or curtailment, SCE must be able to reliably and rapidly communicate with these customers.
Solution: After relying on several internal and external autodialer services and call center staff to notify customers of impending outages, SCE implemented Varolii Profiles™.
Results: SCE now notifies customers between five minutes and 24 hours in advance when curtailment is necessary, contacting each customer via their preferred contact method (phone, email, text message, or wireless device). Because timing is critical, Varolii communications are instrumental to the success of SCE’s demand response programs.
- Collapsed notification time from hours to 15 minutes
- Reduced dependency on agent resources
- Single, integrated system eliminated the need for multiple systems
- Streamlined multiple processes, from critical care notifications to demand response programs
Customer: Disease Management and Wellness Company.
Situation: This leading healthcare organization needed to implement cost effective methods for conducting longitudinal monitoring of blood pressures and other health status indicators.
Solution: Aimed at evaluating the effectiveness of automated communications, Varolii delivered interactive surveys to patients who enrolled in a pilot study to receive interactive health status surveys. Unlike traditional methods of health monitoring, these patients receive automated surveys with a full suite of interactive options based on their response.
Results: Based on multiple indicators, it's clear that the automated method of patient contact is affecting positive health outcomes and delivering a level of personalized care that improves the patient experience – while also increasing program efficiency.
- 54% of patients in study either received a change to their prescription or received additional prescription(s) for their BP
- 87% of patients' systolic BP now falls within target range (< 160)
- 96% of patients' diastolic BP now falls within target range (< 99)
- Cost effective – the cost per BP reading was approximately 10% of the cost of using a live agent
- Positive experience – patients immediately adopted and appreciated automated communication