Case Studies - VoiceSage Proactive Automated Messaging

CASE STUDIES

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Express Gifts Ltd

Home shopping service leader Express Gifts Ltd provides a personal shopping service to around 1.5 million customers.

The retailer has been delivering customer satisfaction – and £1m in new business using VoiceSage’s customer engagement platform.

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Capita logo

Capita Customer Management is a leader in the UK outsourced customer management services market.

Find out how Capita is using VoiceSage’s proactive insight solution suite of technologies to help improve C-SAT (customer satisfaction) for clients of its outsourced contact centre work.

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BrightHouse

BrightHouse, the UK’s leading rent-to-own retailer, has introduced a new self-service mobile payment process to help customers to make payments promptly and conveniently.

Discover how BrightHouse remodelled its entire payment process, achieving a 65% uptake in the new service within six months while cutting transaction costs to below 10p.

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Elmbridge Borough Council

Elmbridge Borough Council is one of Surrey’s 11 borough councils which, together
with Surrey County Council, provide local government services to more than one million people.

Elmbridge has been on a mission to make it as easy as possible for local citizens to interact with its teams. Learn how Elmbridge has engaged the latest citizen relationship management (CRM) techniques to achieve this.

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vanquis bank logo

Vanquis Bank is a UK credit card company. With over 800,000 active accounts which it manages from dedicated UK call centres. Without a consistent real-time contact strategy, eliciting payments at each stage of the debtor cycle is a challenge.

Discover how with real-time automated voice and text messaging, Vanquis is converting more late-stage “promises-to-pay” to completed transactions with 60% less agent resource.
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Home Retail Group

Home Retail Group is a leading UK home and general merchandise retailer whose brands include Argos, Homebase and Habitat, The Group handles 10 million inbound calls and 2 million order and delivery e-mail enquiries a year.

Learn how the Home Retail Group makes 40,000 delivery confirmations each day and increases customer satisfaction

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Freemans Grattan Holdings

Freemans Grattan Holdings (FGH) is a large mail order and e-commerce retailer owned by Otto Group. Its well-known fashion brands include Freemans, Grattan, Look Again, Kaleidoscope and Curvissa.

Learn how Freemans Grattan Holdings is reducing the number of missed payments by up to 25% with interactive customer communications

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Clarity Credit Management

Clarity Credit Management has been providing credit management services to lenders since 2005. It operates in a high pressured industry where the focus is on delivering maximum yield with minimum outlay.

Learn how the collections team increased turnover by 200%
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Dun & Bradstreet

D&B is a leading international source of commercial information on businesses. Its global database contains more than 195 million business records. To help ensure data accuracy D&B uses sophisticated data collection tools and updates its database over 1.5 million times a day. D&B had become frustrated that it wasn’t processing the required volumes of numbers efficiently and decided that a more productive and cost-effective solution was needed.

Learn how D&B has transformed their data validation processes whilst reducing processing costs.

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Scottish & Southern Energy

Scottish & Southern Energy (SSE) operates the largest energy distribution network in the UK. Supplying over 10 million customer accounts, they have more than 50 years’ experience in the generation, distribution and supply of energy. Keen to improve their Net Promoter Score (NPS) surveying activity and to reduce surveying costs, SSE deployed interactive voice surveys.

Learn how SSE reduced the cost of their completed surveys to less than 40p

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QVC

QVC is a leading multichannel retailer, best known for its TV home shopping channels. QVC UK is carried on satellite, cable and digital platforms into over 24 million homes. Until recently QVC relied on traditional outbound contact methods to notify customers of delays.

Learn how QVC, has made savings of over £64,000 on postage costs and reduced routine inbound call volumes

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