Your customers know how, where and when they want to engage with you.
Your objective is personalised, multi-channel, fully integrated digital communications, in line with customers’ preferences. Informatel understands how to meet this challenge.
Solutions
One platform, multiple solutions to connect with your customers.
Immediacy
Give your customers options to avoid unnecessary waiting times.
Personalisation
Tailor your communications to your customers’ interests: It’s all about them.
Analytics
Understand exactly what’s working, what’s not and why.
Automation
Smart systems to engage customers at every stage and build your brand
Technology
We combine experience and strategy with best-of-breed technologies from around the world.
The world is digital.
So are your customers.
Customers expect 24/7 connectivity. Remember it’s their journey not yours. Engage them through multiple touch points, providing a consistently excellent and frictionless experience. You need solutions that delight customers – by being easy to use, saving time, providing information and a choice of ways to contact you. We ensure your entire team is focused on successfully engaging your customers and improving your bottom line.
Our Customer Engagement Process
Insight
First we map your customers’ journey at every interaction with your business. We gather insights, assess behaviours, analyse current systems and identify roadblocks.
Strategy
Gathering insights and using our experience from decades of delivering communications solutions, we develop a customised strategy. Based on a thorough assessment of your needs, we will make our recommendations and provide a cost estimate
Implementation
We are more than a consultancy. We are a complete platform provider, and can handle full integration to your systems and delivery of the entire suite of digital solutions.
Analysis & Support
All our digital solutions are supported by analytics, delivered in conjunction with our partner Infocentric. Once communications systems are implemented, we can also support them at whatever level is required.
Success Stories
Some of the results from companies using our platform solutions
A software and consumer electronic company operating in USA and Europe, operating in the B2B and B2C markets had a call volume in excess of 550,000 per month, which they needed to reduce. The company implemented a new interactive visual system over two months. Impressive results included ROI achieved in 3.5 months, 45% consumer adoption, 70% reduction in customer effort, 11% increase in self service and a 99% customer satisfaction rating.
A leading Telco providing mobile, internet, landline and data services to 3.5 M subscribers, wanted to decrease volume of phone calls and help chats. Visualising all existing menus resulted a reduction of 40,000 calls on average per month, with more than 80% of respondents giving the Telco a top 2 rating for overall customer experience and ease of use.
A major Australian bank needed a dependable and secure service for facilitating millions of customer transactions, which also eliminated the possibility of fraudulent account access. Informatel was able to design and provide a global service which has 100% SLA and has resulted in significant cost savings for the bank
A government-owned corporation significantly reduced call volumes in their call centre with one of our solutions. Customers who used the new process completed their transaction without any human interaction in 90% of cases, with just 10% continuing to the call centre. 80% of customer opt-ins successfully resolved their intent with our solution.
A leading Australian TV network had a problem managing the multiple and unconnected ways that viewers were communicating with the network. Informatel identified the issues and delivered a simple, interactive system that allowed viewers to vote on issues, enter competitions, comment on programs, make a complaint, get a response and more.
A leading credit card company handling 500,000+ calls a month has considerably improved the customer experience by implementing a new visual self-service solution. 25% of customers used the technology within the first three months of implementation, 66% ranked the service ‘very good’ or ‘excellent’, 69% completed their journey without human interaction, containment increased from 49% to 60% when customers moved from the old to the new solution.
For more information about our platform solutions, please get in touch.
Our Partners
Informatel has developed partnerships with some of Australia’s most trusted brands. We’ve worked with the country’s leading Telcos for decades, and we are a Microsoft Certified Partner. Informatel enjoys a close working partnership with Infocentric, a leading provider of specialised advisory and implementation services in digital and data analytics, which underpin all our customer engagement activities.
Testimonials
Contact
Contact our team today to see how Informatel can improve your digital communication systems.
620 St Kilda Road
Melbourne, VIC 3004
3/60 Enterprise Place
Tingalpa, Qld 4173
Phone +61 3 9510 2322
Email info@informatel.com
About Informatel
Informatel has been a leader in business communications since 1987, providing digital solutions for banks, telcos, insurance companies, health professionals, car dealers, media organisations, schools, councils, retailers, non profits and many others. Founder and CEO Dennis Benjamin leads a team of experienced, multi-disciplinary professionals, skilled in delivering reliable, scalable and cost effective solutions.
We’d love to help you deliver customer engagement excellence in your business too.
Dennis Benjamin
CEO, Informatel Group
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Who we’ve worked with
