Case Study: Mercantile Adjustment Bureau expands into customer service with DialConnection

DialConnection provides Mercantile Adjustment Bureau with the solution they need to acquire new business and expand into a new vertical market

Mercantile Adjustment Bureau, a long-established collection agency, needed a sophisticated contact center solution to support its expansion into customer service for a new client, Direct Brands. The challenge involved integrating complex, real-time data feeds from multiple systems and deploying an IVR and ACD system to handle account management, payments, and call routing. DialConnection was selected to provide the necessary technology and integration expertise.

DialConnection designed and built a custom database to manage the daily data streams and provided the IVR and agent interface. The solution was implemented rapidly, with a production-ready system delivered within four weeks, achieving 100% of the required functionality. This allowed Mercantile to successfully win and manage the significant new business, enabling their successful expansion into a new service vertical.

Mercantile Solutions