Millions of customers worldwide rely on Quicken to manage their finances as effectively as possible, so they can get on with the rest of their lives. Quicken which offers the best-selling personal finance software in the US, uses the Trendzact CRM and back-office management suite running on Amazon Web Services to exceed customer expectations.
Story Summary:
Quicken, parent company HIG Capital, chose the Trendzact for a customer care CRM that would operate without an IT staff yet offer a more effective customer service..
Quotes:
“The team at Trendzact has been incredible to work with on all fronts. They really know CRM, they got to know us inside and out which helped shape their offering to us, and they have been VERY responsive to our suggestions and changes which has made their product all the better. We are delighted that we made the switch from Salesforce, we have a much better solution at a much lower total cost of ownership. They get a 10 out of 10 from me and I’d be happy to discuss our experiences with them on the phone.” -John Eichhorn, Chief Administrative Officer, Quicken Inc.
“I’m very happy with Trendzact’s performance and I happy to send an email or talk directly to any of Trendzact’s prospective clients.” -Gary Hornbeek, Chief Financial Officer, Quicken Inc.
“Trendzact has given us amazing flexibility. We pay a reasonable flat fee instead of huge overages due to our seasonality. We add users without penalty and innovative functionality immediately when we need it. Trendzact makes it easy for agents, who make it easy for our customers, which makes it easier for us to attain our SLAs/KPIs.” –Ian Roberts, Director of Operations and Technology, Quicken Inc.
“Trendzact is a fantastic partner for HIG. It is refreshing to work with a vendor motivated to delight and their collaboration & energy leaves a lasting impression. We look to Trendzact to meet the evolving demands throughout our portfolio.” -Dan Barash, Operating Partner, H.I.G. Capital
Challenge:
Quicken needed to expand its CRM features using a modern, secure solution that would scale to meet the seasonal nature of its business cycle. It had to have tools for highly effective control of the customer experience, superb reliability, and low cost.
Solution:
To meet these needs and more, Quicken chose the Trendzact CRM hosted on Amazon Web Services.
Benefit:
Quicken uses Trendzact CRM solution to manage its complex case management workflow, automated customer journeys even as it gains better control of the customer experience to enhance customer satisfaction. Trendzact CRM has been an important factor in reducing call wait times to less than five minutes and speeding the average handling of those calls from 31 minutes per contact down to 22 minutes—even as Quicken continues to gain customers and grow its business. Onboarding agents is faster now because training on the customer support center is three to four hours shorter, despite its greater functionality. Deployment did indeed happen in just two months; payback was complete in less than six months.
Greater Control:
But numbers tell only part of the story. Agents now have a better understanding of what customers are experiencing, so they can provide the right solutions right away, boosting customer satisfaction. Quicken uses the free time so agents can focus on what Ian Roberts calls “white glove treatment” in helping customers to set up Quicken more fully so their active use of the software is higher over the long term. “Our customers feel incredibly supported,” he says. “They make better use of what we offer them, so they’re more likely to stay satisfied customers longer.”
What’s made the difference for Quicken is the customer support center solution that Roberts and his colleagues decided to adopt: the Trendzact CRM on Amazon Web Services.
“The greatest impact of Trendzact is on how easily we can control the customer experience,” says Roberts. “We added enhanced workflows, automated journeys, agent permissions and customized agent screens in just a couple of minutes, which is unheard of in our industry. And we did this without needing to rely on IT staff.”
To further enhance the quality of customer service, Quicken uses Trendzact’s AI-On Demand capability, crucial functionality that Quicken would otherwise have to forgo due to high data science costs. Trendzact’s AI models prescreen calls & chats, offers proactive agent guidance, and crafts post-engagement documentation. Quicken is so pleased with this capability additional AI models are being developed and sees AI as a key factors in reducing call handling time while improving customer satisfaction & retention.
Fast, cost-effective deployment and maintenance
Because Trendzact runs on AWS, Quicken avoided the up-front time and investment, as well as the continuing expense, of buying, deploying, and maintaining servers. Trendzact’s microservices architecture on AWS delivers the reliability and flexibility that Quicken uses to quickly and cost-effectively add services. In addition, the solution’s multi-tenant model facilitates continuous feature delivery without disrupting Quicken’s business, so the company can keep pace with customer demand and stay competitive.
When Quicken decided to migrate from Salesforce to TrendzAct CRM, it easily integrated its legacy data and added key functionality into the new CRM solution. “Trendzact has always understood our business better than anyone else, and what it would take to delight our customers,” says Roberts. “And they’ve always acted like a true, long-term partner and constantly improve the solution and agent experiences.”
Peace of mind with AWS
“My perception is that AWS is the backbone of the Internet,” says Roberts. “Being on AWS gives me a level of confidence, knowing the security and stability of the platform. I’d have some anxiety if I learned we were running a service on some other cloud platform.”
Trendzact feels the same way. “We like the flexibility that AWS brings us, the scalability it brings us, the continued innovation that typically comes first with AWS and helps us to evolve our platform along with it,” says Matt Gabrielson, President & Product Visionary at Trendzact. “For example, we use all the automation, autoscaling and native AI tools that AWS offers.”
About Quicken
For more than 30 years, customers have relied on Quicken to help manage their complete financial picture, so they can live their best lives. Today, Quicken is the best-selling personal finance software in the US. It has expanded its lineup to include Quicken on the Web and the Quicken Mobile App for iOS and Android so customers can manage their finances anytime, anywhere, on any device.
About Trendzact
Trendzact powers more than seven million of the world’s best customer experiences each year. Its success comes from connecting customer conversations on any channel, every day. Trendzact CRM plus AI On-Demand cloud solutions are fluid, instinctive and profoundly empowering. By combining the best of technology and human ingenuity you can make “just one call to solve it all” for your contact center.
