Virtusa

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you previously handle these needs in-house?

My company provides patron account services upon request.

How many inbound calls did your company handle every day? How much time did your employees spend on the phone every day?

400 inbound calls per day

What challenge were you trying to address with the service provider?

To assist patrons with ease of use and confidentiality, as they render information regarding the patron accounts.

SOLUTION

What was the scope of the service provider's involvement?

Patron account updates, reports, and a list of patron accounts that are flagged for attention.

Could you describe the pricing structure and how they billed you?

Polaris' pricing structure is annual payment for maintenance and support.

How did you come to work with this service provider?

Our company submitted a bid offer from companies that wanted to provide the service.

How would you assess the service provider for answering calls, customer service, and communication?

Polaris' ability to answer calls properly is excellent. The telephony is completely automated.

How much time, in hours, does this service provider save you each month?

Polaris saves our company a lot of time and salary savings. The telephony system is totally automated and it dials out 600 calls and receives 400 calls a day.

How much money does this service provider save you each month?

N/A.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

This is a dependable telephony system and it's reliability is excellent. We haven’t encountered any downtime.

What are the service provider's strengths?

It's strength is reliability.

How can the service provider improve?

I don't have suggestions.

How long has your company been working with this service provider?

We’ve been using the service for the past 20 years.

How much money do you spend annually with this service provider?

We spend $10,000 to $49,999.

OPPORTUNITY / CHALLENGE

Why does your firm need inbound services? Did you use to handle these needs in-house?

My company provides patron account services upon request.

How many inbound calls did your company handle every day?

400 inbound calls per day.

What challenge were you trying to address with the service provider?

To assist patrons with ease of use and confidentiality, as they render information regarding the patron accounts.

SOLUTION

What was the scope of the service provider's involvement?

Patron account updates, reports, and a list of patron accounts that are flagged for attention.

Could you describe the pricing structure and how they billed you?

Their pricing structure involves an annual payment for maintenance and support.

How did you come to work with this service provider?

Our company submitted a bid offer from companies that wanted to provide the service.

How would you assess the service provider for answering calls, customer service, and communication?

Their ability to answer calls properly is excellent. The telephony is completely automated.

How much time and money does this service provider save you each month?

They save our company a lot of time and salary savings. The telephony system is totally automated and it dials out 600 calls and receives 400 calls a day.

RESULTS & FEEDBACK

What takeaways and measures of success can you share about working with this service provider?

This is a dependable telephony system and its reliability is excellent. We haven't encountered any downtime.

What are the service provider's strengths?

A strength is their reliability.

What areas can the service provider improve?

I don't have suggestions.

How long has your company been working with this service provider?

We've been using the service for the past 20 years.

How much money do you spend annually with this service provider?

We spend $10,000 to $49,999.