How Rockend Supported Growth Rates by Integrating Their Contact Centre Technology

Case Study

How Rockend Supported Growth Rates By Integrating Their Contact Centre Technology

Serving over 5,500 customers in Australia and New Zealand, Rockend provides innovative, reliable, and easy-to-use property management, strata management, document management, and real estate trust accounting software

INDUSTRY
Computer Software

REGION
Australia, New Zealand

COMPANY SIZE
Large

BUSINESS TYPE
B2B

Overview

Sydney-based real estate software company Rockend, has transformed its approach to customer experience with the assistance of innovative technology and support from like-minded, customer-focused companies such as Quality Connex.

Rockend provides real estate software for property and strata management. The company boasts a customer base of approximately 6,000 agencies. These customers contact Rockend for day to day software and business support. Their commitment to providing excellent customer experience needs to be supported by contact centre technology that could empower their agents.

The CX Transformation Journey

Two years ago Rockend decided to implement a new integrated system to drastically improve their customer experience with first line support agents, and improve the teams productivity. They also wanted to have the ability to gain to gain real-time insights – a key cornerstone of their CX strategy.

After a rigorous procurement process and comparing multiple software products on the market, Vocalcom was selected as the best of its class. Rockend were referred to Quality Connex to implement the Vocalcom Omni-Edition platform.

 

— Quality Connex’ contact centre platform allows Rockend agent interactions to be done through a single contact centre interface, which is integrated with their CRM.

— Quality Connex has assisted Rockend in designing a clear infrastructure to respond to customers as issues arise, enabling more streamlined business operations.

The Most Valuable Business Commodities: Trust & Partnership

Efficient collaboration between the Quality Connex and Rockend Operations team was a key cornerstone in the successful implementation of Rockend’s CX transformation project. The Quality Connex team quickly understood Rockend business objectives and operations, as well as team and individuals contribution and key targets. Rockend’s Head of Operations Fletch Celand is regularly in contact with Belinda Roets, Director Shared Services and Matt Fennessey, Professional Services Manager at Quality Connex.

A personal and professional service has been beneficial in creating trust and rapport between the two companies. Both companies are based in Sydney and hold regular status meetings together. Mutual understanding exists as a result of the companies’ similar values and customer-obsessed culture. This has enabled Quality Connex to provide customised recommendations of a high calibre to Rockend.

— Quality Connex’ contact centre platform allows Rockend agent interactions to be done through a single contact centre interface, which is integrated with their CRM.

— Quality Connex has assisted Rockend in designing a clear infrastructure to respond to customers as issues arise, enabling more streamlined business operations.

“The accessibility and expertise Quality Connex provided meant we were able to kick-start our CX project very quickly. We share very similar values, especially when it comes to customer advocacy- which is really important to our business” – Fletch Celand, Head of Operations, Rockend

Where’s Rockend in its journey with Quality Connex today?

— They can see the complete customer service journey across different mediums through one multichannel system, including Net Promoter Score (NPS) integration.

— Voice and chat have been seamlessly integrated while agents are becoming closer to their goal of integrating all of Vocalcom products.

— Staff have experienced increased productivity as a result of the technology integration.

How can I improve my contact centre performance like Rockend?

Look for a cloud solution that:

  • Integrates seamlessly with your CRM,

  • Assists you in streamlining your reporting,

  • Automates your processes,

  • Gives you greater visibility of your agents and customer interactions, and;

  • Most importantly, find a provider that understands contact centres and has a variety of reputable solutions!

LOOKING FOR CUSTOM CRM INTEGRATION IN YOUR CONTACT CENTRE? 

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2019-03-14T12:55:27+11:00February 12th, 2019|Case Studies, Customers|

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