WiZink increases its sales through intermediary agencies thanks to
inConcert's portfolio of technological solutions

Solution

Through the Marketing Automation & CRM solution, comprehensive traffic management across all channels was made possible from a single platform. This allowed leads to automatically and by default initiate a series of automations designed to drive their progress through the funnel or their assignment to different types of campaigns.

The work pipeline was optimized, providing strategic automation, immediate and personalized omnichannel attention, as well as a unique history of all interactions. This results in the optimization of processes in an intelligent way, freeing up resources and time.

Through the Contact Center solution, a VCC shared simultaneously with three agencies was created, guaranteeing an even distribution in quantity and quality of leads. Consequently, a VCC was created for each of the agencies with their respective campaigns. In those cases, leads were differentiated and shared based on WiZink's requirements.

Consequently, a VCC was created for each of the agencies with their respective campaigns. In those cases, leads were differentiated and shared based on WiZink's requirements.

Intermediary agencies have multiple access profiles, as well as their own custom reports and metrics. Thanks to the powerful dialer, optimal contact rates were achieved.

Real-time display of campaign metrics allowed to alternate between a progressive, predictive, or preview format as needed. The dialer achieved more successful calls in less time using multimodal autodial.

The implementation of the Speech Analytics solution allowed us to go from monitoring 50 sales per channel on a monthly basis to auditing all sales. Thanks to this technology, patterns, trends and data could be observed in an automated way and in real time for voice, video or text interactions.

With inConcert as WhatsApp Business Solution Provider, a new contact channel was created, with a level of control and management designed to measure. This allowed operators to service seven customers simultaneously instead of just doing it individually.

Interactions were facilitated through automation in customer contact strategies, being able to quickly distribute, organize and respond to messages. In this way, key KPIs such as First Response Time (FRT) and Average Response Time (ART) were also promoted.