Case Study FTP2SF

Online lender installs FTP2SF guaranteeing compliance, cost effectively!

Our client is Australia’s #1 online lender to small business. They are the fastest growing privately owned financial services provider, supplying products through a “Finance as a Service” offering.

AppGenie provided a win-win solution, providing our client ready access to phone recordings, maintaining compliance, all whilst saving on data store costs!

  • Challenge

  • Solution

  • Results

  • Notes

Product Information
  • Location: Sydney, NSW. Australia
  • Employees: 400
  • Industry: Online Financial Services
  • Competitors: Valiant, Moula, Loandesk.
  • Solutions:Sales Cloud, Service Cloud, Data Management Platform.

  • Challenge
  • Solution
  • Results
  • Notes
Challenge
  • The cost of maintaining compliance manually within a fast-growing business had increased disproportionately to the size of the growing customer base.
  • Unproven compliance caused issues during the sales process, fear of non-compliance or the ability to prove compliance, is impeding the ability to cross sell and maximise revenue.
  • Compliance through the use of the New Voice Media (NVM) platform had limited the growth of NVM and Salesforce.
  • IPO and consequent investment opportunities were constrained by compliance risks.
Solution

AppGenie teamed up with the customer to deliver a holistic compliance and voice analysis capability that was designed to maximise the visibility of NVM voice recordings and support for the Sales and Compliance teams, while reducing cost:

  • Orchestration of Voice and Customer Data
  • Integration of Azure Blob storage and AWS S3
  • Customer History available in Salesforce
  • Secure and Compliant Data Storage
  • Integration to Call Analysis Service
Results
  • The introduction of FTP2SF allowed for further expansion of the solution to Copy the Call Recording and Metadata constructed from the Salesforce Activity, Contact and Account, Lead or Opportunity to a third-party voice analysis and tagging solution further enhancing the Sales, Training and Compliance Processes.
  • While the Direct Savings in time for the Audit & Compliance team and the corresponding operating costs are important, the real value is with the Customer and Agent satisfaction! Agents can now quickly respond to any potential compliance questions. Additional Sales Volumes have been measured as a result along with call Quality Measurements and Coaching Performance.
Notes
  • Escalating compliance cost based on 6 years of archived data stored across multiple AWS S3 Buckets, NVM FTPS Servers and Microsoft Azure Blob storage.
  • Complex and time-consuming business process impacting performance and sales.
  • Highly customised Salesforce instance with significant risk of business impact.
  • AppExchange install of FTP2SF with additional custom development supporting synchronisation and error reporting across multiple data storage devices.
  • Single view of all call data against related Accounts, Contacts, Leads, Opportunities or Activities with no manual input.