Digicall Solutions helps iFind34600 to world first

Client: iFind34600
Industry: Mobile directory services
Requirements: Establish and operate sales and service call centres

iFind34600, developed in South Africa, is a world-leading directory enquiry service for mobile telephone users. Users looking for a particular kind of business simply SMS their requirement and location to a central number (34600), and within seconds iFind34600 returns a list of nearby businesses matching the requirement (for example, "plumber Claremont" or "pizza Sandton").

Users on the Vodacom network can be automatically located; other networks are set to follow with a similar service soon. The iFind34600 database is also accessible via a Web site and a call centre.

iFind34600 is an innovative business that was conceived and launched on a very tight schedule. With a number of rivals also eyeing the same market, the competitive pressure was intense - not only to get the directory up and running as soon as possible, but also to make sure the service met and exceeded user expectations.

iFind34600`s Fanie Venter first approached Digicall in late December 2004. The idea for the service was enthusiastically taken up and by January detailed planning had begun. iFind34600 was launched just three months later, in April 2005.

Digicall`s role within the project was threefold: firstly, to develop the software needed to integrate their telephone systems successfully with iFind34600`s databases; secondly, to provide the call centre making sales calls to sign up new businesses; and thirdly, to staff the 34600 call centre for those users who encounter problems with the SMS system or would prefer to speak to someone in person.

"It was a hard project," says iFind34600`s Venter, "but it came in on time and was done fantastically."

"That`s one of the things we`re most proud of," says Digicall MD Willem de Clercq. "To get a brand new business up and running with all the call centre technology, systems and software and trained staff in place, all within three-and-a-half months, is almost unheard of in the industry. It`s a huge credit to everyone involved."

Digicall`s two outbound sales call centres in Randburg and Cape Town speak to about 2 400 potential advertisers between them every day, signing up 50-70 clients a day as a result.

The Randburg call centre also handles around 3 500 user queries per week. Most of these are SMS requests that the iFind34600 server cannot recognise because of a spelling or other error; these are referred to a call centre agent who phones the user to clarify the request and provide the information. "We respond to every call within minutes," says Digicall`s De Clercq.

Users dialling the call centre directly can expect even faster service, with Digicall regularly exceeding the industry benchmark of 80% of calls being answered within 20 seconds.

"Digicall is great to work with," concludes Venter. "They went out of their way to accommodate us and to adapt to our product - it`s been a very good experience."