CRM Magazine has named Labor First, an organisation that manages health benefits for retirees, as a 2016 CRM Service Elite Customer Company, crediting much of its success to the support of NewVoiceMedia, a leading global provider of cloud technology, which helps businesses sell more, serve better and grow faster.
According to CRM Magazine, “the 2016 CRM Service Elite awards recognise end-user companies that demonstrate the best measurable results and ROI from their contact centre and customer service deployments”.
In 2009, Labor First saw its member numbers grow exponentially, jumping from 250 to more than 25,000. The company was unsure it could handle the reciprocal call volume to sustain this growth and looked for new technology to help it maintain its pledge of customer service excellence.
In August of 2014, Labor First opted for NewVoiceMedia as its contact centre provider and was able to implement the solution within three days. Following the switch to NewVoiceMedia, the company made almost $200,000 in savings from staff costs and was able to improve its customer service efficiency tenfold, saving agents an average of 5 to 10 minutes per call.
“The benefit from NewVoiceMedia was almost immediate”, said David Zawrotny, Labor First's president and COO. “The solution was more than just a contact centre; it leveraged our existing Salesforce data to give us smarter interactions with our customers. We were able to deploy features like call reporting, agent analytic dashboards, dynamic routing and outbound caller ID”.
Because of the immediate benefits from NewVoiceMedia’s ContactWorld solution, Labor First was able to expand its services to more than 30 labour unions across the U.S. The business can now handle 250 to 500 calls per day and maintain dynamic scalability. The company has continued to grow and maintains a superior level of service to all its customers.
"We’re thrilled that Labor First has been named CRM’s Service Elite Customer Company”, said Jonathan Gale, CEO at NewVoiceMedia. "This honour validates our commitment to delivering best-in-class cloud customer contact technology that truly helps customers like Labor First significantly improve their business results".