Changing pension legislation, requiring greater member input, and the need for an enterprise wide customer focus are the drivers behind the acquisition of the Qunitus eContact Suite of products by Alexander Forbes from eContact Solutions.
"The shift in pension and provident scheme legislation from traditional models to individual member choice arrangements means that we must interact with the individual members more frequently, and not only with corporates "says Robyn Broome, director eBusiness CRM and Service Centre at Alexander Forbes Group.
"Quintus allows us to create a consolidated picture of our client`s interaction with the Alexander Forbes Group, regardless of the medium in which the clients communicate - be that telephone, fax mail or e-mail," she says.
Alexander Forbes Group is divided into Financial Services, Risk Services, Technology and Volume Business divisions.
The company`s 30 seat Service Centre is using Quintus` eContact Suite to reduce the number of follow up calls and increase the one-call resolution rate, despite it only being in use in a pilot phase.
"The open-ended design of Quintus is a major reason for the product`s strong sales, says Rob Salvado, director of eContact Solutions, adding that the Alexander Forbes Group transaction clinches eContact`s tenth installation in seven months. " Being able to interface with legacy systems and any future top-up system or upgrades ensures that a Quintus solution will grow with the company in any direction " he says.
"Alexander Forbes will benefit from the Quintus scalability"
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