Success Stories

Students' Loan Bureau (SLB)

Constant ringing of the telephones, swift clicks of the computer keyboards, heads poring over reports, necks bent at an angle to cradle telephone receivers - the scenario could very well have characterized the activities at the SLB pre-IVS.

In September 2000, the core functions of the SLB changed. Instead of performing the single role of credit approval for those students in need of financial aid, the SLB began managing the entire process of approval, disbursement and collection of loans. Their human resources were constantly tied up with responding to simple queries over the phone and to 'walk-in' clients, and returning calls for issues that required research.

Then, IVS implemented an inbound and outbound Automated Customer Information Line. With the submission of a TRN and date of birth for authentication purposes, the students now have access to their loan account information, application status, and company information in real-time. The Automated Customer Information Line integrated with a back-end Database, with elaborate store procedures. In addition the system offers customized reports to different departments within the SLB.

Since the implementation the SLB has seen a reduction in the number of students who visit for basic information and the team now focuses on other aspects of the operations.

Supreme Ventures Ltd. operates the Cash Pot, Lucky Five and Dollaz games. The popularity of these games brought about the need for an interactive medium for real-time results for all their games.

The IVR was integrated with the results database, to provide callers with accurate information. From a voicemail box with pre-recorded results information, the company moved to a multi-port IVR system that reduced the average call time from 3 minutes to less than 1 minute. The Call processing capability was increased by some 700% on a per port basis, through the use of simple menus that get the caller the information in the shortest possible time. In financial terms, the company began to save approximately $100,000.00 in phone charges per month.