By adopting Avaya IP Office, financial services companies can enhance collaboration, mobility and customer service across their company, and turn communications into a strategic business asset. Three that have chosen it are AmeriMerchant, a merchant cash advance company, Fuoco Group, an accounting and advisory firm, and RootWorks, a consulting company dedicated to helping accounting practices succeed.
AmeriMerchant, a NYC-based business working capital company with 100+ employees, is in a time-sensitive industry, serving businesses ranging from restaurants to retail stores. These companies rely on AmeriMerchant’s financing services to keep business flowing, which requires highly-reliable communications and ability to get customers routed to the right person quickly to get the information they need.
According to Andrew Altschuler, vice president, business development , IP Office’s contact center capabilities enable customer calls to get answered quickly, and on the first try. This helps AmeriMerchant achieve their goal of eliminating missed or mis-routed calls, which can lead to lost saless.
It also helps improve customer service through salesperson training, enabling supervisors to view customer call statistics, listen on calls, and then provide tips or help struggling workers. Through nightly reports, supervisors can see if production is up or down and improve customer service as needed.
He said, “In our business, it’s important to get someone on the line immediately. For instance, if our underwriter misses a call, or a customer seeking information on a product gets sent to the wrong person, we can lose the sale. We’ve seen up to a 25% productivity increase through improved call response times, call volumes and sales tied to better call management.”
When Fuoco Group, based in New York, sought a solution to keep accountants across multiple locations in close collaboration, they turned to Avaya so their 85 employees across four locations remained in communication. According to Joseph Manzelli, director of operations, IP Office was quick to implement and he could easily manage it by himself. Additionally, it meets their key goal, which is to keep employees accessible at all times by extending business calls to employees’ mobile phones, and incorporating functions like presence that not only show availability but enable automatic call-backs.
Manzelli said, “We deal with many demanding clients, from real estate to healthcare companies. This requires 24/7 access and service, and IP Office recognizes this by making communications across all our offices a pleasure,while giving our accountants the tools needed to stay in touch.”
For Darren Root, CEO of consulting and accounting services company RootWorks, communications are essential for overseeing multiple businesses while on the road or in remote locations. His multiple responsibilities and busy travel schedule require him to have constant connectivity, and both he and his employees get help from IP Office’s softphone application, which includes videoconferencing capabilities.
“We get the benefit of a cost-effective system that is easy to manage by yourself. Unified communications and mobility are very important for a small business like ours, and we have it with IP Office.
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