Crescent Wealth is an ethical-Islamic super and investments’ firm offering socially responsible superannuation and investment services to over 5,000 clients across Australia. As a rapidly expanding organisation with offices in Sydney, Melbourne, Brisbane and Kuala Lumpur, Crescent Wealth’s call management system demanded greater technical resources to serve its client base.

NewVoiceMedia offered Crescent Wealth a solution to help it transform its customer service team into a contact centre hub, enabling the company to offer its rapidly growing client base a completely unique and personalised customer experience. As well as benefiting from immediate access to a customer’s entire history of interactions from one screen, ContactWorld for Service with Salesforce integration dynamically routes incoming calls based on Salesforce data, meaning they can be handled by the most appropriate agent, improving handling time and customer satisfaction. With its click-to-dial feature, the team is also now able to make its 9,000 outbound calls annually to clients without having to spend time searching for and manually dialling each number.

Furthermore, ContactWorld’s real-time reporting, analytics and call recording functionality offer complete visibility of call volumes and length, as well as advisor performance and customer experience, enabling Crescent Wealth to improve processes such as workforce scheduling and the performance of individual agents to ensure it continues to offer the best possible experience to customers. With this in mind, the company has also implemented post-call surveys to measure its Net Promoter Score.

“NewVoiceMedia’s technology does everything we want and more”, comments Mas Harris, Head of Product and Operations at Crescent Wealth. “We take around 10,000 high value inbound calls each year, and these clients are now benefiting from a much better experience. We can identify where we have dropped calls and call them back, and because of ContactWorld’s integration with Salesforce we can answer our clients’ queries much, much quicker”.

Jonathan Gale, CEO of NewVoiceMedia, adds, “Crescent Wealth has completely transformed its customer experience since implementing ContactWorld, which is fantastic. And as the solution is completely flexible and scalable, it will support the company throughout its significant growth this year and beyond, while reducing its capital investments".