Cloud Telephony

In today’s market, customer service is essential to driving customer loyalty and sustainable revenues. It is no longer enough to deliver a level of customer service that is on par with the competition; companies need to differentiate themselves through innovative technologies that ensure the customer receives prompt service through every channel. This is especially true in the call center as it is often the only point of interaction between the company and the customer. 

MarkOne Financial is one company that was aiming to achieve this level of differentiation in customer service. As budgets are tight in this market, the specialty finance company that purchases auto loans from franchise and independent dealerships to deliver quality service to retail customers needed a business phone solution to meet its needs. MarkOne provides competitive loan programs and exercises consistency in buying decisions and flexibility in meeting the needs of its dealers. 

To meet this demand, the company needed a phone solution that was flexible and easy to install. This solution also needed to provide a professional look and sound for every customer calling into the organization and it needed to provide call center analytics and key measurements to ensure a high level of customer service was delivered.To find the right solution, MarkOne turned to Fonality (News - Alert). The solution was the Call Center and Professional Edition to support 91 employees on the customer service side of the company. 

Included in this solution was an auto attendant, name directory and music on hold to project a professional look and sound to all callers. This solution also included voicemail; voicemail to e-mail; unlimited extensions that could be created with just a click of a mouse; call forwarding to assure employees a call would never be missed; FindMe to allow callers to find employees wherever they may be, whether it is on a cell phone, home phone or branch office; unlimited call queues; and skills-based routing.

In reference to Fonality, MarkOne’s CIO, Nikhilesh Nath said, “I found no one else that could provide the same features and quality of service for such a low monthly cost.”In all, the solution provides the capabilities MarkOne needs to drive the level of customer service it expected to deliver and customers expected to receive. In addition, Fonality provided a package that could scale according to needs and be flexibility enough to flow with the changes of the industry. In all, it was a smart move for MarkOne that would produce measurable benefits.

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

Edited by Juliana Kenny