Case Study: VereQuest

Background

A customer experience consulting firm that specializes in the contact center environment, VereQuest has reviewed over half a million customer interactions for major organizations in North America.  They tap into customers’ experiences - as they are occurring - in a range of interactions from call centers, pre-recorded calls, emails, surveys and interviews.  They are who’s listening when a call “may be recorded for quality assurance and training purposes.”

Challenges

  • The in-house, web-based application used by VereQuest’s Customer Insight specialists had been managed by several different programmers over nearly a decade and was now ready for a rigorous and substantial upgrade. Additionally, new clients were driving new requirements for the software in the areas of customization and reporting that had to be met in conjunction with the rebuild effort.

  • Immediate attention was needed in some key areas where bugs and errors had begun to negatively impact the effectiveness of the application. In line with the upgrade, the legacy system needed to remain up-and-running and compatible with freshly upgraded sections as they became available.

  • A manual paper-based system of assigning which Customer Insight Specialists were assigned to evaluate calls for which program was becoming cumbersome. 

  • The VereQuest Customer Insight Specialists and users at various VereQuest clients’ offices used this system as part of their daily job, in some cases comprising up to 80 per cent of their work time. Sweeping changes to the interface that they were already comfortable using, or changes that required substantial re-training, would not be acceptable.

Solutions

  • Recognizing that the deadlines for correcting bugs and introducing new features did not allow time for the application to be re-written from the ground-up, Simplicate took the novel approach of building a new system alongside the old system that would incrementally take over individual parts of the application as that part was re-written in the new system.

  • Configuration options were added that allowed for easier customization and greater flexibility so that the application could be adjusted to suit the specific and individual needs of VereQuest’s various clients, including major banks and call centers.  

  • The existing manual process used for managing employee work assignments was moved into the web application.  This not only helped to create a paperless office but also helped managers easily identify and track which employees were trained to work on which programs, who had the specific language skills needed for certain jobs and which employees needed help completing their quota as well as who was best positioned to provide that help.

  • The reporting system was significantly expanded and now incorporates a wider range of data including the ability to visualize and drill down to specific pieces of data that were previously unavailable. This has allowed VereQuest’s clients to garner valuable insight into precisely which parts of their customer service programs were working / not working. The end result is a complete reporting system that shows an accurate depiction of a customer’s journey throughout an organization, highlighting key interactions and any issues that may impact negatively on future sales or increase customer loyalty.

  • A completely new administrative interface was designed to bring the application into the Web 2.0 world but in a way that kept the same intuitive feel as the existing application. This way, users did not feel alienated or confused by the new changes and instead were happy to have easier, more intuitive access to functionality that they used on a daily basis.

Results

The improved application now provides real time feedback on every aspect of the customer interaction being recorded and evaluated. Bugs have been eliminated and VereQuest's clients are happy with bespoke improvements tailored to suit their exact business needs. Customer service tracking, scores and monitoring done via the application results in more quantitative and qualitative reports that clearly show the client what is working and what needs further development.

Simplicate and VereQuest continue to work together to launch new features for their in-house application.

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