Case Study: Streamlining Communication Processes with Debitsuccess
Debitsuccess, one of Australasia’s largest full payment service processors, provides recurring payment services for over 3,000 businesses across various industries. Annually, they initiate more than 22 million transactions in Australia and New Zealand.
Debitsuccess was grappling with a labor-intensive, cumbersome, and costly customer communication process. They were seeking a solution to streamline their operations and reduce costs.
interAction developed a bespoke application to automate workflows from data processing to customer delivery. This solution included:
- Migrating in-house data processing, thereby centralising client communication processes.
- Converting large volumes of correspondence from print to digital.
In less than six weeks, interAction helped Debitsuccess transition from being a mail house to focusing on their core business. This transition saved Debitsuccess 50 hours per week in labour and reduced overhead costs.
The next phase of the project involved modifying Debitsuccess’ CRM system and processes to make email the primary communication method. interAction then automated the process and introduced a templated system, which they now manage for Debitsuccess.
The streamlined communication process resulted in significant savings and benefits:
- $500,000 saved in postage, stationery, and human resources.
- Additional savings in data storage.
- Enhanced flexibility for customers with customised communication.
- The ability to focus on core business operations.
- Simplified process changes.
Debitsuccess’ Chief Operations Officer, Wayne Pointon, praised interAction’s project management skills, timely responses, and troubleshooting abilities.
interAction successfully simplified our process so we didn’t have to rely on an expensive specialist IT resource – it’s now an intranet and account management function. They were very quick, very helpful and gave very good project direction,” he said.
Wayne also highlighted interAction’s understanding of effective marketing communication, which resulted in low spam mail and high open rates. The success of the project has led Debitsuccess to consider interAction’s assistance in entering new markets in Asia, the US, and the UK.
Omni Channel Experts
If you’re in the business of acquiring & communicating regularly with your customers, contact us to find out how we can help you plan, create, automate and execute your omni channel communication needs.