Case Study: Sureserve cuts pre-call work and boosts bookings with MaxContact

Sureserve cuts pre-call work from all day to under 2 hours with MaxContact

Sureserve, a Smart Meter Operator, faced challenges in efficiently managing high-volume outbound calls to book installation appointments. Their pre-call process was highly manual and required 10 people a full day to complete. They partnered with Firstcom Europe and implemented the MaxContact platform to automate their dialling operation, reduce manual effort, and improve customer engagement channels.

Using the dialler functionality within MaxContact from Firstcom Europe, Sureserve dramatically improved its operational efficiency. The lengthy pre-call process was reduced from an all-day task for 10 people to under two hours for just three people. The solution also expanded SMS functionality, which became the customers' preferred method for appointment confirmation. Firstcom Europe's hands-on support was also key to building customer knowledge and supporting Sureserve's future communications strategy.

Sureserve