Real-time data transforms CX

With Liberty Converse, managers can manage their teams and allocate resources very effectively. They can standardise practises and analyse performance, on an individual and team level.

It’s massively increased NCP’s ability to resolve each customer’s issue quickly, efficiently and to everyone’s satisfaction. And it’s a game-changer in crisis situations.

When a customer makes contact, Converse’s deep integration with NCP’s legacy software, Microsoft Dynamics CRM, includes a screen pop up and automatic case creation. No matter how the customer makes contact – by phone, email, web chat, from a ticket machine or over a barrier intercom.

Prior to Converse, NCP had struggled with a three week backlog of emails. The increased visibility means they can assign more resources to reduce the backlog. Integrated email handling in Converse is now a staggering six times faster as emails can be identified and routed by their subject.

Converse’s smooth integration with legacy software makes it simple to work with. NCP now measure success by solving problems, rather than ‘firefighting’. The watertight integration between Converse and the CRM provides accurate reporting, and this data highlights areas for improvement.

Converse helps NCP to see what people are doing, as well as how and why. Where their attention had been on how quickly issues were dealt with, the data that Converse delivered showed that it is more efficient to resolve an issue to the customer’s satisfaction the first time, even if it takes a little longer.