Federal Regulatory Contact Center in the Cloud

Business Challenge

This high profile regulatory agency is responsible for providing timely and quality responses to the investing community and using constituent inquiries to spot important emerging regulatory risks. They provide legal and financial services to the general public in the form of a multi-channel contact center.  This contact center handles approximately 100,000 investor-related questions, tips, or complaints annually.  The contact center utilized outdated and unreliable technology, paper intensive processes, multiple non-integrated applications, and non-comprehensive operational reporting capabilities. This department needed improve their ability to address high volumes of advanced legal and financial issues from constituents in a timely manner.

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Solution

In this implementation, Acumen Solutions designed, delivered and program managed the following activities:

• Multi-channel intake capabilities through system integrations
• Robust constituent interaction management capabilities
• Comprehensive telephony modifications leveraging existing infrastructure and fully integrating with the cloud based CRM software (IVR, Cisco CTI integration with Salesforce.com)
• Advanced queue management & intelligent workflow
• Full migration from Outlook to Salesforce.com’s on-demand outbound/inbound email capabilities
• Standardized templates & embedded approval workflow
• Advanced search capabilities
• Created and delivered comprehensive training program to 11 regional offices and the agency headquarters

Return on Investment

The end result of the implementation was a new comprehensive support system that consolidates all relevant operational data into one application and a data structure that provides management with the requested reporting visibility and administrative oversight.  

• The operational capabilities within the new system afford the internal team the ability to provide consistent and standardized responses in a timely, efficient and accurate manner. 
• All data has been converted to electronic format and the paper usage has virtually been eliminated. 
• The telephony changes implemented have reduced call volumes by at least 40%. 
• Finally the Agency has real-time operational and trending reporting capabilities allowing them to more effectively gain insight and manage their business.