CanadaDirect

BACKGROUND

Introduce your business and what you do there.

When I worked with CanadaDirect, I was the VP of enhancement services at Aimia.

OPPORTUNITY / CHALLENGE

What challenge were you trying to address with CanadaDirect?

We were looking for a company that had expertise with live agents and voice assistance.

SOLUTION

What was the scope of their involvement?

CanadaDirect used voice assistance and live agents to provide outbound telemarketing services to us. Essentially, they called our customers and tried to sell them the products that would benefit them. The responses were computer-enhanced and most of the script was being controlled by the management. However, the agent could jump in at any moment if there was a need. 

What is the team composition? 

We worked with a project manager and there were dedicated agents assigned to our project. 

How did you come to work with CanadaDirect?

CanadaDirect purchased the company we had been working with. They were using a lot of the same staff, so we decided to continue the relationship.

How much have you invested with them?

We spent between $3,000,000–$5,000,000 a year. 

What is the status of this engagement? 

The relationship started in 2000 and Aimia is using CanadaDirect to this day. 

RESULTS & FEEDBACK

What evidence can you share that demonstrates the impact of the engagement? 

We made millions of calls a year and we tracked CanadaDirect's performance on a monthly basis based on the response rate and customer complaints. With the new technology, the complaints almost went down to zero and we've seen a 20% increase in sales and the conversion rate. CanadaDirect's performance with the live agents was also significantly better than the competition. 

How did CanadaDirect perform from a project management standpoint? 

When it comes to project management, they're the best vendor I've ever worked with. 

What did you find most impressive about them?

They're very entrepreneurial and focused on compliance. 

Are there any areas they could improve?

Compared to other vendors in the marketplace, they were by far the best.

Do you have any advice for potential customers?

Give them a clear idea of what your company does. The more they understand your business, the better they can meet your needs. 

BACKGROUND

Briefly describe what your company does and your role there. 

contract management and regulatory functions of a patient transportation system

OPPORTUNITY / CHALLENGE

What were your company's goals when you started looking for a partner?

improved data analytics and reporting

SOLUTION

Describe the scope of your partner's work with your company. Please include a summary of any key tasks or deliverables.

performs data analysis and reporting on a weekly and monthly basis and provides over 60 reports including financial and operational

How many people does your company work with?

11-20

How did you find this provider?

Business Referral

Why did you choose to work with them?

• Pricing fits our budget
• Close to my geographic location

RESULTS & FEEDBACK

What are the results or deliverables of this partnership that demonstrate progress or success?

accuracy of reporting and 5 % system cost efficiency

How does your team communicate with this service provider?

• Virtual Meetings
• In-Person Meetings
• Phone calls
• Email or Messaging App
• Project Management platform

What did you find most impressive or unique about this company?

They've allowed us to beat our cost reduction goal in six months.