Customer Success! – A Local Regional Bank with Big Communication Needs

by: Kevin Slate

Recently, Clover was offered the opportunity to support a long-term banking client through challenges that they faced with their existing Contact Center as a Service (CCaaS) solution.

The bank has over 60 contact center users and faced challenges daily being able to rapidly deploy new products or services in a timely manner related to the pandemic and customer-facing technology initiatives. The bank’s technology team was frustrated at the cost of the solution as well as the lack of urgency related to change.

The Clover team quickly stepped in to support the bank through driving active changes to the current environment to support ongoing contact center operations. Once stabilized, the Clover identified that the CCaaS solution that was being used for the customer wasn’t the right fit! While the bank had a comprehensive list of technical requirements, the solution fit was not optimal because the current solution was designed for much larger organizations with large support teams that specialized in contact center software. The bank was paying over one million dollars a year for the wrong solution!

Clover worked with the bank to identify and procure a solution that more appropriately aligned with the customer’s needs while not sacrificing any of the capabilities that the bank enjoyed from the current solution. Additionally, the new solution reduced the overall monthly spending by greater than 40% with no loss of features!

This type of challenge and success is common with organizations that use contact center solutions today. The Global Contact Center Software Market was valued at USD 18.14 Billion in 2018 and is projected to reach USD 53.65 Billion by 2026, growing at a CAGR of 14.5% from 2019 to 2026. Clover clients are utilizing contact center for digital transformation and taking advantage of nimble CCaaS providers that can meet the needs for a modern contact center solution.

Let Clover help you understand Contact Center as a Service (CCaaS) or assist in evaluating if your current solution is the right fit for your organization. Email Clover at sales@clovercore.com to learn more.