Delivered new features to improve clientele experiences while also gaining a 42% cost reduction.
Crystal Gifted Psychics
Crystals wanted to improve and grow their premium rate live operator consultancy business but were hampered by the poor attitide, limited capability and excessive costs of their service provider.
Having invested large amounts of money on advertising and building up a loyal base of regular clinetele Crystals were regulalry experiencing outages of sometimes days at a time and their provider wouldn't even respond to support calls over weekends - a devestating cost to the business. Being out of action for even a few minutes is annoying to callers and frustrating to operators as they would never know how long to sit around waiting for the service to be restored.
Like many premium rate content providers, Crystals needed to be nimble and fast to market with new features to stay ahead of their competitors. Every new feature idea they put to their provider fell on deaf ears. The provider was only interested in his revenue share and had no time to listen to Crystals' ideas on how they could both benefit from larger call volume. Frustration mounted on not being able to grow the business.
Crystals knew they had to grow beyond premium rate telephony services and add others such as credit card, sms and eventually video.
The revenue share prices quoted to operate a credit card telephony service was similar to the premium rate services which Crystals considered excessive. Given there is no Telstra revenue share component in credit card lines Crystals could not understand the basis for such high costs and started searching the industry for a better way forward.
Through Camtech, the credit card gateway providers, Crystals was referred to Skunkworks Australia who offered maximum flexibility, speed to market with new features and low cost.
Once bitten twice shy, Crystals was skeptical about moving all their business at once so they started with the credit card telephony service and has since never looked back. Skunkworks listened to their needs, suggested variations of those ideas and implemented a fully featured service that runs continuously 7 x 24. Skunkworks now also provides the premium rate telephony and SMS services for them and has video options coming soon.
Since moving to Skunkworks, Crystals has for the first time ever gained full control of their business. Via a browser interface they have full visibility into every call and every operator throughout all their services in real time.
New features have been added continually over time to make it easy to manage multiple brands, give operators information about callers and membership management. These additional features have improved their clientele experiences and enabled the business to scale. Crystals has now grown into one of Australia's largest psychic providers and reduced their costs by 42%.
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