Without control, the issues only grew
Most troubling, the call center service had exclusive control over their software and any changes or updates that needed to be made. For CaptureNet, that meant even minor changes to the platform required a call to the vendor and cooperation from their dedicated IT team. With inefficient processes, a lack of usability, and a continuous struggle to get the results they needed, the company had a hard time maintaining the level of service they desired.
“We were struggling with getting the data we wanted, and for us, the data’s a huge part of the process. We essentially make every decision based off of those various valuable data points,” Amber Kirkpatrick, VP of Operations, said.
CaptureNet knew they needed to take control of their contact center technology to maintain the quality of service they were committed to offering. They compared multiple vendors, looking for an option that would provide the capabilities they needed while also giving an adequate return on investment. Upon finding Connect First’s contact center platform, they knew they’d found the solution they’d been looking for.
Affordable, practical, and everything they needed
Connect First offered a solution that was both affordable and profitable. With features that allowed them to meet their operational goals and a significantly higher return on investment than competitors, this software was the answer CaptureNet needed.
With the decision made, the company implemented Connect First’s real-time dashboards, transparent reporting, comprehensive configuration control, and complete data access. With complete control over their software and a refreshingly user-friendly interface, CaptureNet experienced significant improvements.
“Being able to partner with Connect First has allowed us to take back ownership of the process at the highest level. It’s allowed us to improve our customer service since we now own the technology and can make decisions where we’re not held hostage — that’s the best thing we’re getting out of the relationship,” Kirkpatrick said.