SMS improves customer support with 733% faster sends through Salesforce
Positive Lending Solutions (PLS) is an Australian finance broker focused on finding the best finance solutions for clients in the areas of vehicular asset finance. Most of PLS’s clients are looking to purchase a car, boat, motorbike, caravan, and truck for residential or commercial reasons.
Challenge of supporting lending clients
PLS was looking for an SMS provider solution to integrate into their Salesforce CRM, but that would also decrease the time it took their frontline workers to send a text message after a support call.
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While PLS encountered many providers, they settled on MessageMedia’s Mercury SMS application due to its on-shore operations, superior level of service and our ability to deliver faster SMS sends.
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Supreme level of SMS integration
For PLS, Mercury SMS has helped decrease the time staff spends sending follow-up text messages. The integration has special functionality that allows users to build automated SMS sends directly into their support workflows.
According to representatives at PLS, the interface also proved a step up from their previous text message provider due to the addition of multiple folders to improve navigation of the 400 templates they’ve built in Salesforce before coming on board with Mercury SMS.
Text messaging delivers 733% faster sends and committed refocus on client needs
The most notable improvement for PLS has been how much faster they’ve been able to work.
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After front-line staff finish up a phone call, they usually follow up with a text message. According to their results, they’ve managed to cut down follow-up SMS sends from 22 seconds down to just 3 seconds – a whopping 733% improvement.
When we spread this out over common day of 100 phone calls, it’s a drastic improvement in time given back to our staff to allow them to focus on our clients more.Positive Lending Solutions representative
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