Case Study: First Cash achieves improved customer service and accurate store locating with XO Communications' Managed Inbound IVR

First Cash Puts Customers First with XO Managed Interactive Voice Response Solution

First Cash, a specialty consumer financial services company headquartered in Arlington, Texas with over 475 stores in the U.S. and Mexico, needed to replace two disparate inbound IVR systems that relied on ANI-based routing and often connected callers to the wrong store or store brand. First Cash engaged XO Communications and its XO Managed Inbound IVR (XO Managed Interactive Voice Response) to provide a more dynamic, customer-friendly inbound calling experience.

XO Communications implemented a VoiceXML-based managed IVR (Genesys) that lets callers choose store type or enter a ZIP Code to see the three nearest locations, dynamically route calls, and self-administer store listings. The XO solution delivered improved customer service, faster and more accurate location updates, and enhanced tracking and reporting — enabling First Cash to see where callers exited the system and adjust menus so more customers transfer to store locations rather than hang up.

First Cash

Carly Sherman

Corporate Marketing & Communications Manager