Case Study: Thryv achieves a 20% increase in Net Promoter Score with InGenius Software

Thryv improves Net Promoter Score by 20% with InGenius Software

Thryv, a major marketing solutions provider, was facing challenges with inefficient call handling, including poor average handle time and a lack of integrated call logging. This led to resource inefficiencies and a low Net Promoter Score. To address this, Thryv sought a computer telephony integration solution and partnered with InGenius Software.

By implementing the InGenius solution integrated with Salesforce, Thryv enabled intelligent call routing and screen pops of customer accounts. This resulted in a 20% increase in Net Promoter Score, a 100% increase in successful warm transfers, and a 42% improvement in customer identification. The InGenius Software solution provided a common view of the customer and significantly improved both agent productivity and the customer experience.

Thryv