Grass Roots Group
The Grass Roots Group is a UK organisation with global reach, and specialises in developing the performance and skills of its clients' staff, specifically through the provision of commercial, education, measurement and reward programmes which Grass Roots manages through its contact centre.
With up to 100 different campaigns delivering reward programmes to blue-chip clients, rostrvm enables a Service Level Agreement to be measured for each client and campaign.
The project objective was to upgrade the telephone system with a product that suited the complex call-flow requirements whilst protecting existing technology investments.
- rostrvm CallDirector ACD was implemented to support advanced call routing.
- rostrvm SuperVisor's reporting capability has saved 24 days each year previously spent on producing monthly services information.
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“Before we had rostrvm's management reporting it would take two days at the end of each month to gather the information to identify client talk time to raise invoices. Now that we have rostrvm linking into Crystal Reports, all I have to do is log onto the report template, select the relevant dates and client and the report is produced in minutes."