Flowtrak a good call for ONI

Cisco Gold partner develops new customer communication management software for finance sector

Reseller ONI claims it can save financial institutions thousands of pounds with its new web-based customer communication management software.

The Luton-based VAR has developed Flowtrak, which aims to significantly reduce the number of inbound and outbound calls made to and from banks' contact centres.

The software works by sending out SMS, email or web-based updates to keep customers abreast of developments in their case, complaint or application. Flowtrak can also alert customers when their bank requires more information to continue processing their request. In addition, the technology can give managers a top-down analysis of staff performance and customer service levels.

ONI claims that prior to implementing Flowtrak, about two thirds of calls made to the mortgage centres of one its banking clients were from customers chasing the progress of their application. Citing research from analyst ContactBabel, the reseller stresses that taking and receiving hundreds of unnecessary calls can be an expensive business.

According to the market watcher, the average cost to a call centre of an inbound call is £4.08, while outbound calls cost £5.

Flowtrak was developed for use in the banking sector, but Hugh Silberrad, ONI's business communications practice manager, claimed it can be used to streamline any business process.

"The cost savings, customer loyalty and business growth that Flowtrak creates can be introduced into individual departments and then rolled out across an organisation as required," he said. "And, because Flowtrak wraps around your existing business processes, investment protection is assured, with a very swift ROI payback."