King Pie has outsourced its national consumer line and franchisee call centre to Solutional, a Proudly South African software development and contact centre outsourcing company.
Solutional`s flagship contact centre product, Radical, is the software implemented in servicing this division. Solutional has been running the customer care line for the Famous Brands group of companies for the past 18 months, and based on the success of this outsourcing agreement, other similar businesses are realising the value that Solutional can add to their customer experience.
Due to the flexibility of Radicals Package Editor and Business Rules Processor, Solutional is able to run a single call centre for all of its customers, with automatic escalations, reporting and call-logging requirements specific to each of the individual company`s unique operating infrastructure and requirements. The workflow incorporated into the call centre is specific and unique to each company that the contact centre services.
Marc Field, Manager of Solutional`s Outsourcing division, says: "Reporting is one of the key areas of the outsourced solution that Solutional offers. Problem areas are easily identified and the area managers are alerted via e-mail and SMS whenever a call gets logged for their area. They are then able to respond to the call and update the call remotely, as the Radical software is constantly monitoring response times to the calls that are logged in order to ensure a high level of customer satisfaction. The franchisees are also notified and calls escalate up the management hierarchy immediately serious situations are reported. The caller gets regular automated e-mails, keeping them constantly up to date regarding the status of their call and its resolution."
"Solutional has been involved in implementing Radical in call centre and CRM environments nation-wide. As individuals in the organisation we have many years of experience around best practices in the industry. The next logical step for us was to practice what we preach!" says Paula Hocking, Marketing Manager at Solutional.
Solutional is well positioned to offer a cost-effective outsourced call centre solution to SMEs in SA due to the fact that it owns the technology and the intellectual capital involved.
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