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View from the Top - Part 2 | Part 1
Read Part 1
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COMPANY FILE
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Established in 1985, the Black &
White Group offers capital raising and debt consolidation
services nationwide. Its 2003 turnover was around £18
million, with just under £1 billion in new mortgage
applications processed.
The company is privately owned with
head offices in Rugeley, Staffordshire. It employs 250
office-based staff, with 220 advisors in the field.
Black & White offers finance programmes
sourced from different specialist lenders. It offers
products sourced from up to 400 main banks and building
societies and approximately 4,000 different mortgage
products, aiming to ensure that all loans are tailor-made
to clients’ specific needs and circumstances.
The company initially adopted Amcat’s
contact centre management solution for lead generation
to support all of its contact centre’s outbound calls.
It now uses the system for both inbound and outbound
contact.
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Q: THE CALL MANAGEMENT SOFTWARE INTEGRATES
WITH A MICROSOFT SQL DATABASE – HOW DOES THAT WORK?
A: Amcat is an SQL-based product. All client information
recorded by the call centre staff is saved into the relevant
database.
Amcat integrates with our contact management software (CMS)
via an interface written for us by Amcat. Both products are
SQL based and details taken via the call centre are automatically
transferred when applications are set as a lead. All required
information is then on the system for our internal teams to
begin processing a deal.
This saves many man hours not having to input the data twice.
The CMS system was developed by Black & White as a customer
relationship management tool – allowing us to process a mortgage
or loan application from lead to payout, again giving us key
indicators about the client for future marketing.
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Conspectus 2004
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Copyright © 2004
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