Improving voice and connectivity within the finance industry
Compliant Financial Services Telephony
About
Financial advice
Industry
Finance
HQ
Dalston, London
Gradwell Products
3CX
The customer
Since Fair Finance’s inception, their vision has been to revolutionise financial services to meet the needs of clients who are financially excluded. For the past twenty years, Fair Finance have succeeded in this task.
Founded in 2000, Fair Finance have developed services that improve their clients’ financial wellbeing, with Fair Personal Loans and Fair Money Advice. Fair Finance design and deliver a range of financial products and services that are affordable, accessible and more inclusive for everyone.
Fair Finance have been a Gradwell customer since 2012, using our powerful 3CX services to reach their clients.
The challenge
Supplying a range of financial products and services to their customers, Fair Finance take a personal approach to understanding their customer’s needs. Their telephone service is central to this approach so they can better connect to their customers.
Daniel Forsythe said that this was their main concern when looking for a phone system: “As a responsible lender we take a more personal approach to understanding our customers: we take time to understand an applicant’s situation, offer support in several languages and provide a friendly, supportive service. Our telephone service is central to this personal approach so it’s critical we have a reliable and easy to use telephone system that’s easy to manage and provides insightful data.”
Having been a Gradwell customer for several years, the Fair Finance team decided to find a solution to this dilemma through Gradwell services.
The solution
Fair Finance approached us with a list of key things that they were looking for in a phone system: “We were looking for two key things. Firstly, a system that would be easy for us to manage with a user-friendly interface, to take actions like setting up and changing extensions or downloading call recordings. Secondly, we needed more powerful insights into our telephone service.”
After Fair Finance spoke with our sales and support teams, we recommended 3CX to tackle their challenge. Gradwell is an official 3CX solutions provider and one of 3CX’s only approved SIP Trunk providers. Due to our experience and end-to-end support, 3CX was a strong choice for solving Fair Finance’s problem.
“As an existing Gradwell client, we’ve always had a positive view of the service and were happy to continue with Gradwell rather than look at alternative systems.”
Gradwell helps businesses feel secure when purchasing the 3CX system, helping with onboarding, setup, support and maintenance. Combining our expertise with a dependable and resilient network, we strengthened Fair Finance’s communications and helped them utilise the many features and functions of 3CX.
“Gradwell’s 3CX gives us the ability to easily monitor waiting times, understand call volumes and demand, and compare individual and team performance. 3CX is easier to manage and has saved admin time, for example when downloading call recordings.
Call data can be accessed far faster and is easy to interpret. Our team really appreciates having call reports that can be heavily customised, based on extensions, teams and calls abandoned rate. This helped us massively creating MI for arrears and customer service and setting up SLAs, which will in the shorter-term increase productivity of our teams.
Gradwell helped integrate 3CX with our CRM system, improving efficiency by automatically opening a customer record when a number is recognised and displaying a customer’s name on the handset screen.
We were particularly pleased that the implementation of 3CX was achieved without any business disruption during the switch. As we work across multiple locations, we were also pleased with the ability to use web conferences, for example between branches for training or meetings.”
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