ROCKVILLE, MD – March 14, 2014 – The mortgage crisis of 2008 left an unprecedented number of homeowners with bad credit. Many are bouncing back, but bad credit scores may still haunt them. Rising Point Solutions works with realtors and mortgage lenders to find these consumers and help them come up with solutions to their credit problems.
The Texas-based company has undergone significant growth over the past year. Upgrading its technical solutions has helped it to harness that growth, turning more leads into sales and nurturing its relationships with customers. First came the implementation of InfusionSoft, a CRM system that handles all client information and emails. For voice communications, the company selected 3CLogic, implementing the solution in April 2013. The automatic dialer was "the only one that would solely integrate with InfusionSoft without a lot of third-party programming duct-taping it together," says Tyler Wagley, regional manager for Rising Point Solutions.
3CLogic helps guide a salesperson's day, while keeping track of all of his calling activities so the telemarketer or relationship manager doesn't have to waste time logging phone transactions. "We use it every day all day long," says Allyson Edmonds, assistant manager at Rising Point. "I personally work with over 3,000 partners, and I couldn't do my job without InfusionSoft and 3CLogic." Because it is hosted in the cloud by Amazon Web services, 3C Logic is extremely dependable, with 99.95 percent uptime reliability.
In the first five months after implementation, Rising Point received more than 400 customer referrals. Almost a year after implementation, the pace has multiplied. "We do that in just a month or so now," Wagley estimates. Referrals went up 337 percent year-over-year in 2013, with sales increasing by 398 percent from the previous year, before the InfusionSoft and 3CLogic installations.
"A big problem with salespeople is they spend ninety-nine percent of their day figuring out who to call," Wagley says. To address that issue, InfusionSoft generates a list of clients that need to be followed up with on a particular day. If a batch of emails was just sent out through InfusionSoft, for example, the CRM system will send the contact information for the campaign to the 3CLogic dialer. The representative can then run through a list of people who need to be contacted using 3CLogic's mass dialing capabilities.
When an employee makes a call, 3CLogic will automatically pull up all the information in InfusionSoft and let the rep know what she is following up on. At the end of the call, that information gets pulled back into the system. "Whenever you have a result code in the dialer, like someone's interested, it puts a note into InfusionSoft automatically. We have a tag assigned to each result code, so it automatically puts it in the right campaign," Wagley says. The time-saving aspect was embraced by the staff. "You don't have to go back at the end of the day and put in notes. No other dialer really does that," he adds.
If a relationship manager doesn't reach a client, 3CLogic will pull in a prerecorded voicemail specific to the campaign. That means clients receive more tailored messages while the speaking voices of employees stay intact. "When you're making 150 calls a day, your voicemails are going to sound horrible by the end of the day. With standardized voicemails, you sound like it's your first call every call," Wagley notes.
The standardized voicemails also save time. 3CLogic will start dialing the next call as it's leaving a voicemail. At the same time, it will trigger an action within InfusionSoft, so the client will receive an email with the same information received in the voicemail. "It's a double touch every time," Edmonds says. The automated voicemails are one reason Rising Point Solutions saw average call volume increase from 60 per day to 200 per day after adding 3CLogic.
3CLogic's pricing structure allows customers to add or remove seats as needed, which has enabled Rising Point Solutions to hire more staff to keep pace with increasing leads. Such flexibility makes it easier for Wagley to scale up operations while minimizing risk.
With 3CLogic, salespeople spend more time on the phone with customers and less time on nonsales-related activities, opening up the staff's bandwidth. "We have significantly grown this year because of this integration," Wagley says of the synergy between 3CLogic and InfusionSoft. "I don't have to manage all these people. It does it for me."
Since Implementing the Automatic Dialers from 3CLogic, Rising Point Solutions has seen:
- Sales quadruple from 2012 to 2013;
- Referrals go up 337 percent from 2012 to 2013;
- Call volume increase to 200 calls per day from 60;
- Sales representatives enjoy 99.95 percent uptimes.
Articles by the Editors of CRM magazine. Find more articles at: destinationcrm.com
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