Reducing handling time and creating a more cohesive customer experience

Riverty, a leading player in financial services and debt collection, previously used an omnichannel solution allowing customers to contact them through multiple channels.

The problem with this was that these channels were only superficially integrated. Customer service representatives often had to switch between multiple systems to gather relevant information from different channels.

This created a disjointed experience and extended handling times for each customer case, prompting Riverty to search for a more integrated and efficient solution.

Riverty’s search for a more efficient solution

By switching to Connectel’s true omnichannel solution, where all channels are fully integrated into a single unified system, Riverty was able to offer a seamless customer experience.

Employees gained instant access to all customer data, regardless of the channel used to reach out, significantly reducing the time needed to handle each case.

The new omnichannel solution from Connectel also enabled employees to track each customer journey in real-time, making it easier to understand customers’ needs and history.

Expected outcome after implementing Connectel’s omnichannel solution

• Reduction in handling time per case by 40 seconds, increasing efficiency across the entire customer service department.
• Improved customer satisfaction due to faster and more consistent service, regardless of the channel.
• Better resource utilization within the support team, as employees can handle more cases in less time.