Case Study: Merchant Services Company achieves hosted CRM, Logical Branch scripting and intelligent call recording with VanillaSoft

Merchant Services Company - Customer Case Study

A North America–focused merchant services firm headquartered in McLean, Virginia with more than 100 users needed a hosted CRM and lead-management platform that supported both outbound and inbound calling for onsite and remote agents — specifically adding call scripting and digital call recording capabilities that their previous setup lacked.

They implemented VanillaSoft, using Logical Branch Scripting, Intelligent Call Recording and other lead-routing, appointment-setting, data-capture and reporting features. The platform delivered smooth onboarding and five-star ease-of-use and support, met the client’s required features, outshone the alternative (Salesforce), and left the customer “very happy” with a solution that streamlined operations and improved agent performance.