Lindsay WhelanManager of Quitline
3:20 PM CASE STUDY: Quitline’s CRM and Telephony Integration for Increased Customer Service of Outbound Calls
Quitlines across Australia provide highly effective counseling to people who want to stop smoking. The Victorian Quitline, one of the largest in Australia, has undergone a $100 000 telephony upgrade to improve service delivery by managing outbound calls based on the priority needs of clients. This was achieved despite limited government funding, most of which goes to wages.
- The business case for purchasing telephone products that are traditionally reserved for lead-base inbound calls
- Integrating the Salesforce CRM and touchpoints telephony to deliver priority queues, online referrals and workflow automation
- Customising the systems through a third-party contractor in order to enable automatic note grabbing and other service