Fairpoint (Campaign Manager)
Key Facts
| Industry |
Debt Management |
| Business need |
Lead response / pack chasing |
| Xarios solution |
Campaign Manager |
About Fairpoint
The Fairpoint journey started back in 1997 when Debt Free Direct
was established by Latham Chartered Accountants. The aim was to
provide the widest possible range of solutions to the growing
number of individuals with debt problems.
In 2008 Debt Free Direct became a brand managed by the Fairpoint
Group PLC and the debt solutions business expanded to offer debt
management plans.
Lead by a skilled management team and after a series of
successful acquisitions in recent years, Fairpoint has grown into
one of the leading financial service providers in the industry.
With brands such as Clear Start, Allixium and Lawrence Charlton as
part of their repertoire, the Fairpoint Group is an exceptional
choice for the financially stressed consumer.
The Challenge
Fairpoint needed a dialler solution that would efficiently meet
two main criteria; Lead response and Pack chasing. Upon receiving
an enquiry from the website, Fairpoint needed an application that
would automatically insert the enquiry into the current campaign
and be added to the call queue as well as screen popping the
customer's details so that the agent has all the information they
need to respond to the query.
They required a solution that automatically managed the customer
contact activity to avoid the agent manually chasing up leads,
saving time and ultimately improving staff productivity.
The Xarios Solution
The Xarios Campaign Manager is a progressive dialler software
programme written by Xarios designed to enable users to organise
and execute outbound contact activities such as telephone dialling
or SMS text or e-mail campaigns.
"By automating the whole process and removing the need for
our agents to manually follow up leads , our staff productivity has
greatly increased."
Paul Stritch, Fairpoint
Staff simply log in with an Agent ID configured on the
phone system. Calls are made automatically and the dialling pace
and campaign assignment are controlled by the system supervisor not
the staff member. This automation can double the productivity of
outbound staff.
What makes Xarios different?
Campaign Manager is a software application progressive dialler
and doesn't require its own dedicated trunks or hardware. The
Xarios team carried out up front consultancy and customised the
Campaign Manager software to make it specifically relevant to
Fairpoint in order to avoid an unnecessary and otherwise lengthy
internal software development process.
"We have close contact in our relationship with Xarios so we're
always being kept up to date with what the systems can do."
Paul Stritch, Fairpoint
They were then able to build in a rapid response feature,
meaning that information loaded onto the website automatically
populates the customer database which, in turn, updates the
campaign manager database, screen popping the customer's
information.