Business

• U.S. financial services company’s customer service center

Challenge

• Marketing campaigns resulted in inbound callers who expressed interest in financial products but did not open accounts during the initial call
• Customer service reps needed to follow consistent processes for dealing with these new leads
• Marketing wanted to track the success or failure of the each campaign
• Benefits did not justify the costs of extending the company’s sales tracking system to the call center

AWD Solution Results

• “Lead Tracker” process developed using company’s existing AWD solution
  • Process originated in the call center
  • AWD managed follow-up activities in other parts of the organization
• Required no additional software purchase and no external assistance