Scribe Insight automatically determines the nearest AAA office for the customer and adds that information to salesforce.com, it also goes a step further by reaching out and pulling down driving directions to the local AAA office, adding an extra level of service and personalization to the call
Client - Vforce Auto Club Renewals
Scribe Product – Insight
Connector – Salesforce
In fact, the Scribe integration has enabled us to increase efficiency by as much as 20 percent. For our telemarketers, this means they can complete more calls, more quickly.
Chief Executive Officer, Vforce Auto Renewals
VFORCE’S CORE BUSINESS IS TELEMARKETING FOR AAA AND OTHER AUTOMOBILE CLUBS TO DRIVE RENEWALS OF EXPIRED MEMBERSHIPS.
Vforce Auto Club Renewals has taken the concept of a virtual enterprise and made it a thriving reality. Unlike traditional telemarketers that centralize their operations, Vforce takes advantage of sophisticated customer relationship management (CRM) provided by salesforce.com, allowing its renewal specialists to work from anywhere in the United States. The critical link in driving call effectiveness is populating Salesforce with account information coming from Vforce’s AAA clients. The key to making this enterprise model a success: Scribe Insight.
Jack Sands, Vforce’s CEO, explains the solution: “Traditionally, AAA clubs will provide membership data in spreadsheets, which results in a very manual process that’s highly prone to errors— something that would never work with our distributed workforce. Instead, we use Scribe Insight to automatically integrate the AAA data directly into Salesforce. That way our callers get much more timely renewal lists, as well as more complete information to improve the quality and efficiency of each call.”
With the Scribe integration, renewals from Vforce’s AAA club clients are uploaded to Salesforce every five seconds, providing telemarketers with complete member details at their fingertips. As the telemarketer updates the member account in Salesforce, the Scribe integration also feeds this new data back to the AAA system, immediately providing the club with renewal acceptances, as well as the most current member information.
The beauty of the Scribe integration is that it’s all automated, with no human intervention required,” says Sands. “That makes the process highly efficient and reduces the chance of errors to virtually zero. In fact, the Scribe integration has enabled us to increase efficiency by as much as 20 percent. Also, because the information coming over into Salesforce is more complete and of higher quality, we’ve boosted our close rates by 15 percent or more. Plus, the extra level of detail opens up opportunities for up-selling services. So, we’re not only reaching more people each month, we’re driving significantly more business for our AAA clients.”
SCRIBE ADAPTABILITY IMPROVES QUALITY AND EFFICIENCY
Vforce has further enhanced its service by applying formulas to the data as it is transferred from the AAA system to Salesforce. For example, based on a member’s address and zip code, Scribe Insight automatically determines the nearest AAA office for the customer and adds that information to salesforce.com. Scribe Insight also goes a step further: it reaches out and pulls down driving directions to the local AAA office, integrating this information into Salesforce and adding an extra level of service and personalization to the call.
“One of the great things about Scribe Insight is how flexible and adaptable it is to handle our unique business needs,” observes Sands. “We’ve been able to enhance the basic integration with features that add directly to the quality and success of our service, without adding cost to our business. We also customize and add fields in Salesforce all the time, and the Scribe software makes it very easy to accommodate these changes in the integration. So we can do what’s best for our business without being limited to the constraints that custom-coded integration solutions would have.”
PROVEN ADAPTER SIMPLIFIES INTEGRATION FOR SALESFORCE.COM
To perform the integration, Vforce worked with a local Scribe partner, Socius, as well as one of Scribe’s own Salesforce experts. The team faced a tough challenge, having to complete the integration in just three weeks to meet a renewal deadline for one of Vforce’s biggest AAA clients.“It was an intense time leading up to the launch,” recalls Sands, “but everything went like clockwork. Scribe provided us with a real advantage because they already have an adapter for salesforce.com and the Scribe Insight tool has the flexibility to handle special integration requirements without writing code. There are other companies vying for the salesforce.com market, but Scribe Insight has been around for a while and has proven to be a very solid software product—it works and it works so easily at a great value. For example, I had one company propose to do this integration, but it would have taken months and cost over $60,000. With Scribe, we were completed in three weeks and at a fraction of that estimate. When it comes to integrating with salesforce.com, Scribe wins hands down.”