Case Study
Vehicle Protection Plan Provider
Chooses Communications-as-aService for Growing Contact Center
Summary
Customer: Naviss Direct
Cloud-based contact center solution offers rapid
deployment and features that improve agent
performance and increase revenue
About Naviss Direct
Headquarters: St. Louis, MO
Industry: Finance: Auto Warranties
Product Replaced:
 Cloud-based contact center
solution
Number of Users:
 Agents: 100
 Business Users: 27
Challenge: Find a new cloud-based
contact center solution with outbound
dialing and robust reporting from a
vendor that offered strong customer
support.
Products Deployed:
 Interaction Recorder®
 Interaction Dialer®
 CaaS Contact Center
Benefits:
 Ability to track individual agent
performance
 Outbound calling campaigns
generate 50 new contracts
 Call recording improves agent
performance; helps meet
compliance requirements
 Support services are responsive
and fast
Naviss Direct offers vehicle protection plans that protect car owners from costly repairs
above and beyond the standard manufacturer’s auto warranty. The company is based in
St. Louis, Missouri and has more than 120 employees. For more information, call 866333-2258.
www.navissdirect.com
The Challenge
From the day Naviss Direct opened its doors, the vehicle protection plan company grew
quickly – from just four employees at its launch to 127 and counting, all located at its St.
Louis headquarters. Knowing it would need a nimble and scalable contact center
solution to accommodate such rapid growth, the company thought it had chosen wisely
by deploying a cloud-based contact center solution. However, the solution from a
previous provider was not performing well.
“We weren’t getting the value we expected for what we were paying each month,” said
Art Pender, COO of Naviss Direct. “In particular, customer support was not at the level
we needed. As a young company with a small IT staff we frequently needed assistance
with tasks like system configuration, but that help wasn’t readily available.”
The previous provider didn’t offer any sort of outbound dialing either, which Naviss
wanted to help it increase revenue. More importantly, the solution’s reporting capabilities
fell far short of what the company required.
“We use call reporting for every segment of our business, and we especially need it for
compliance,” Pender said. “We’re accountable to several industry groups, as well as
every state that we do business in, and we have to be able to capture that data and
share it as requested. We simply weren’t able to fill these obligations in a timely manner
with our previous solution.”
The Solution
Pender and Clayton Logomasini, Naviss Direct’s vice president, needed new contact
center technology, but they wanted to use the cloud delivery model. “We liked the idea
of storing information offsite, which protects us in case of a business disruption,” Pender
said. “A cloud contact center solution also reduces the stress on our infrastructure, and
gives us freedom to add services and expand our contact center as needed.”
The company also wanted a dialer solution. “Part of our launch vision was to set up a
department for outbound campaigns to drive revenue,” Pender said.
Pender and Logomasini were familiar with IP communications vendor Interactive
Intelligence from a previous company, and were pleasantly surprised to learn about its
communications-as-a-service solution, CaaS Contact Center.
“We were familiar enough with Interactive Intelligence to feel confident in the value of its
services, and CaaS Contact Center gave us all the applications we required,” Pender
said. “Plus, like us, the company had been steadily growing and had been driven by
innovation from day one.”
“[With CaaS Contact Center] we
know how much time agents spend
on calls, and how they use their
time. We can also access reports
that help us see progress over time.
It’s dramatically increased
performance.”
Naviss Direct deployed CaaS Contact Center, with follow-on deployments of the
vendor’s cloud-based dialer and multichannel recording applications.
“The deployment went without a hitch,” Pender said. “We dialed 7,000 numbers the
same day we went live.”
Today, CaaS Contact Center supports 100 agents and 27 business users, all located at
the company’s St. Louis headquarters. Features used include automatic call distribution
(ACD), interactive voice response (IVR), screen-pop, supervisory monitoring, reporting,
voicemail, unified messaging, and desktop faxing.
Naviss Direct also uses Passport, the CaaS system for agent self-training, as well as
CaaS support services.
The Benefits
With CaaS Contact Center’s real-time supervisory and recording capabilities, Naviss
Direct’s ability to track agent performance has greatly improved. “We’re able to track
individual performance, which we weren’t able to do before, and we’re also meeting our
compliance standards,” Pender said. “We know how much time agents spend on calls,
and how they use their time. We can also access reports that help us see progress over
time. It’s dramatically increased performance.”
“By far, Interactive Intelligence has
the best training and implementation
services I’ve seen. We know we’ll
get the support we need on time and
in a professional manner, every
time.”
Naviss Direct is also now able to more effectively manage call recordings. “We can
search by name, by phone number, or by date, and managers can also grade calls as a
way to gauge agent performance,” Pender said.
In addition, Naviss Direct’s contact center supervisors can now fine-tune processes to
further improve results. “We can gauge performance even for something as minor as
downtime after a call,” Pender said. “For instance, we’ve given agents in our customer
service department three minutes after a call to enter information into our fulfillment
software program. Now they don’t feel pressured to skip this step and we can collect
vital data that enhances service.”
The cloud-based dialer has helped Naviss Direct finally realize its vision for conducting
revenue-generating outbound campaigns.
“We’re using CaaS Contact Center’s dialer to automatically call prospects based on
information gathered from previous incoming calls, which has increased our conversion
rates,” Pender said. “We’ve signed 50 new customer contracts as a result of this
immediate prospect follow-up – revenue that likely would’ve been lost otherwise.”
Naviss Direct also credits Interactive Intelligence’s service. “I’ve been in the automotive
industry for 25 years working with companies like General Motors, Ford and Chrysler,”
Pender said. “By far, Interactive Intelligence has the best training and implementation
services I’ve seen. We know we’ll get the support we need on time and in a professional
manner, every time.”