Condado Group Inc.

BACKGROUND

Please describe your company and position.

I am the Business Systems Administrator of HTLF

Describe what your company does in a single sentence.

Heartland Financial Group is a full-service finance company headquartered in Denver, Colorado specializing in lending transactions for the small and mid-sized business communities.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Condado Group Inc. to accomplish?

• Assist with implementing our IVR system
• Integrate our IVR with SF
• Be the level 2 support for IVR issues between HTLF and escalations to NICE

SOLUTION

How did you find Condado Group Inc.?

Online Search

Why did you select Condado Group Inc. over others?

• High ratings
• Pricing fit our budget
• Good value for cost

How many teammates from Condado Group Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Nobody remaining on my team was involved with the initial implementation of inContact at HTLF so most of this is second-hand knowledge. 

Condado (specifically John) was relied upond heavily when implementing and optimizing inContact at HTLF. They assisted greatly with helping to program the routing and IVR setup of inContact. They also have been the intermediate between HTLF and Nice from the time of implementation to current-day. 

When asked, Condado has provided a call flow chart that is updated as we make any changes to routing in our IVR. 

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Unable to speak to this as I wasn't involved in the implementation. 

Describe their project management. Did they deliver items on time? How did they respond to your needs?

In speaking with others who were involved with the implementation, Condado was very prompt and responsive. Always delivering on time with high quality. Condado would take our asks and verify if it was possible to configure as requested; and if not, how we could find alterante ways to meet the ask. 

What was your primary form of communication with Condado Group Inc.?

Email or Messaging App

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

Their responsiveness is impressive. I've worked with Condado for 3+ years now and have never had issues with the timing of responses or deliverables. 

We have a weekly meeting setup to meet with 2-3 Condado reps to get weekly project updates and touchbase on any issues or upcoming changes being pushed by Nice. This has been very helpful to make sure all members at HTLF and Nice are on the same page and up-to-date with current information.

Are there any areas for improvement or something Condado Group Inc. could have done differently?

When it comes to post-implementation support. Condado could improve with their SLA visibility and delivering reports related to SLA's. 

SLA's have never been a worry for us with Condado; however, upper-management does require reporting from all vendors on SLA's and this is an area where we have struggled to get clear/consistent info from them. 

We also have had troubles with getting traction on any tickets that get escalated from Condado to Nice. I don't know if this is so much on the Condado side. But it seems like they sometimes have some issues with pushing vendors to make fixes or provide information when needed. 

BACKGROUND

Please describe your company and position.

I am the Telecom Specialist of Imperial PFS

Describe what your company does in a single sentence.

We are a medim sized. insurance premium financing company. We work with Insureds, Insurance agents and Insurance Carriers.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Condado Group Inc. to accomplish?

• Transition Contact center platforms
• Create a call flow script

SOLUTION

How did you find Condado Group Inc.?

Referral

Why did you select Condado Group Inc. over others?

• Close to my geographic location
• Company values aligned

How many teammates from Condado Group Inc. were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

We needed to transition an aquired company off of their Five9 Contact Center instance on to our InContact CXone Contact Center. We wanted to mimic the former system almost exactly into our platform. We needed to setup call routing, skills and Teams. Also setup temp telephone numbers.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Condado Group was able to get our call flow built, skills added, users added all within a short window. If we had any issues pop up during testing and post cut-over, our problems were resolved in a quickly time manor (less than 24 hours). Condado Group Inc.'s workers were always happy to jump on a call to discuss progress and changes.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They delivered our items ahead of our time expectations, responded to our needs via online virtual meetings and e-mail. 

What was your primary form of communication with Condado Group Inc.?

• Virtual Meeting
• Email or Messaging App

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

During online meetings the tech would screen share to show us what they were doing on their end to give us a good visual of what was going on and for us to understand how the call flow works. They have almost a teaching element that they give us which we don't see a whole lot of from other vendors.

Are there any areas for improvement or something Condado Group Inc. could have done differently?

If I have to put something down here maybe a little earlier response on an e-mail that was sent out late Friday night and not answered until the following Monday morning.  It was not a high priority issue however.