Case Studies

Success Story CrediMarket

CrediMarket offers an online comparison service for financial products such as loans, credit cards and mortgages, with over two million users a month. Their financial experts assess users’ needs and profile, in order to provide the most adequate solution and support them throughout the contracting process.

Challenge

CrediMarket was looking to improve the number of contacts per agent and reduce non contacted leads as it was going through a high growth phase. They selected ICR Evolution who offered a cloud based solution with a lof of flexiblity to support the growth both in traffic and in employees.

Solutions

ICR Evolution stood up the solution in just three weeks, starting with a pilot within the first two weeks. In addition to the benefits of a could based software, EVOLUTION offers a blended mode for agents to make and receive calls depending on traffic and SLAs.

Inbound contacts are routed intelligently to the best available agent and rules have been defined based on the sales opportunity, resulting in a high level of service including out of hours.

Outbound contact lists can be easily uploaded and customer data is visible to the agent, enabling them to focus on providing a great experience and closing the sale. Supervisors easily control performance and can work on business rules in real time.

Users also benefit from a live chat feature on the website where they can complete certain transactions, improve trust and loyalty.

Impact

The quick implementation and ease of use has enabled CrediMarket to very quickly grow their workforce, going from 5 agents to 65 agents thanks to a dedicated training. They are working to incorporate another 15 agents in the next few months.

We wanted to work with a CTI platform that would improve our productivity. With ICR we can continue to grow knowing we have a reliable and scalable software.

Oriol Cardona
Partner and CTO at CrediMarket