Saascoms – Contact Centre Software for Global Brands

Introduction

Since 2004 Saascoms has been an innovator in communications software platforms. From the early days this was focussed on connectivity and call centre costs, using mobile networks to route calls and save money. In addition Saascoms offered tracking solutions for vehicles and assets.

However, Saascoms has built its name by providing contact centre software for global brands.

The Customer Service Challenge

It used to be simple, visit a store or pick up the phone to resolve your issue. But over the last 20 years that has all changed:

• Less high street retailers and more online shopping
• Multi-channel sales and marketing strategies
• Data security and compliance pressures
• Cost to run customer services have increased

Customer Service can make or break a business, it’s the difference between a 5* and a 1* review. The question is how to deliver 5* service without a premium on price? Can utopia be achieved for both customer and seller?

No Simple Answer

Over the last 20 years, customer service solutions have varied in type and in results. For many organisations it has been a steep learning curve to develop the best solution for their customers and clients. There is no one size fits all.

• Live Agents – expensive and inefficient. Many companies have tried both on and offshore to varying results. Language and cultural barriers often offset cost savings through customer dissatisfaction.
• Online – has led to the ‘computer says no’ catchphrase and leads to customer frustration when a live agent cannot be spoken with.
• Self Serve – taking a refund first approach, many retailers have experienced spiralling costs which have been unsustainable.
• In Store – with retail costs spiralling, branches closed and networks reduced, the overall customer experience is fragmented and a postcode lottery.

Saascoms Solutions

By listening to our clients and analysing the future of customer experience, Saascoms began to develop the tools and solutions for modern customer services. These solutions became contact centre software for global brands, namely Omnireach and Mailmaster.

• Omnireach – the ultimate digital platform which manages Webchat, Text, Email, Social Media and WhatsApp into one agent screen (if Omnireach doesn’t resolve the query using advanced AI). Speeds up customer resolution and seamlessly moves from digital to physical in one interaction.
• Mailmaster – a pioneer of Digital Letters, delivering increased right person contact and reduced postage costs. Secure digital and interactive communications speed up resolutions and reduce costs.

Saascoms Global Impact

Saascoms customer services and contact centre software are integrated into the CX of over 700 global brands. Often integrated as part of a wider system, Saascoms are largely silent partners to both end client and customer.

Saascoms AI has analysed over 2m conversations across credit and collections, retail, utilities and finance, providing real data insights that can be used to refine digital interaction and increase AI resolution.

Global brands trust Saascoms solutions, a decision reinforced by multiple Credit & Technology Awards, ISO27001 and Cyber Essentials Plus accreditations.

The Future

Saascoms continues to develop its core solutions of Omnireach and Mailmaster, but has also developed Resolution, a self serve debt management solution for the credit and collections industry.

Our success lies in listening, then developing solutions that solve problems or lead to improved results.