Going with a trusted partner to increase reliability
Wanting to go with a cloud-based platform, a CollegeBound employee suggested a vendor they’d successfully worked with in the past — Connect First, whose platform is well known for its stability, performance, and scalability.
CollegeBound contacted Connect First and a few other vendors to conduct a side-by-side comparison and quickly realized Connect First was the clear winner.
The Boulder-based company brought a multitude of tools to the table, including a comprehensive suite of outbound dialers, an intelligent ACD system, responsive cloud routing capabilities, powerful IVR- building technology, and live agent chat solutions.
Combined with their real-time and historical reporting tools, extensive customization options, and the promise of an easy, streamlined setup, CollegeBound had found the right partner to help them increase customer satisfaction and gain new operational efficiencies.
Once they learned of Connect First’s abundant, award-winning support, however, the company was sold. Because CollegeBound’s contact center operations are central to its success, the company requires superior customer support, with adequate resources to respond quickly when questions or issues arise. Connect First’s dedicated Customer Success Manager and 24/7 support — with an average ticket response time of under two minutes promised exactly the level of support CollegeBound’s growing operations demanded.
Focus on the crisis, not the software
“CollegeBound’s dial rate has tripled since taking on Connect First, and the reporting tools are significantly better in every way,” says Alex Levy, CTO, CollegeBound. “List management has changed dramatically, as have the answer rates. Call times have also improved, which is something that nearly every Connect First client will discover. It’s not unusual to see call times reduced from 10 minutes to less than seven minutes, in most cases.”
As for Connect First’s competitive pricing and support, “They’re second to none,” says Levy, and after a year in service, the system remains robust and extraordinarily stable.
Thanks in part to the Connect First system, these prospective college students can now start the process off on the right foot; in a simple, efficient, and productive manner.