The British Columbia based company, Western Trust which offers mutual funds and mortgages to financial advisors, announced that it had installed “Footprints” from UniPress Software to handle their call center functionality.
Western Trust was able to setup their call center functionality by using a MSDE version of the SQL server that is used on the client side with Internet Explorer. By doing so, the company now has a way to track telephone calls to their toll-free number. As well their use of “Footprints” which can support the MSDE version of SQL makes the process less complicated and cheaper to operate.
Even though there are only ten people in Western Trust that use the software, the management team now has the ability to log phone calls using Footprints and refer them to the next department, if needed. The use of CRM at the call center has made it possible for Western Trust to be able to quickly handle 80% of the calls to their toll-free number.
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