Customer Success Spotlight
Cedar Financial Streamlines Operations and Boosts Productivity by 471% with Nextiva
Challenges
Cedar Financial faced significant operational challenges that hindered growth and efficiency:
- Manual Processes: The outbound call system was cumbersome, limiting agents to an average of 70 calls per day.
- Vendor Management: The company relied on seven different vendors, leading to inefficiencies and high costs.
- Compliance Risks: A lawsuit due to communication lapses exposed flaws in Cedar Financial’s compliance setup, especially as regulations became more complex across states.
I recommend other businesses leverage contact center technology—it might be exactly what you need to grow, just as it was for us.
Amir Erez
CEO of Cedar Financial
Solution
Cedar Financial partnered with Nextiva to implement their contact center solution. Nextiva’s AI-powered tools provided the automation and integration needed to transform Cedar Financial’s communication processes.
- Vendor Consolidation: Cedar Financial reduced its number of vendors from seven to one, cutting costs and simplifying operations.
- Automated Outbound Dialing: Nextiva’s AI-powered outbound dialing modes significantly increased call volume per agent.
- Compliance Management: Nextiva’s system allowed Cedar Financial to segment operations by team, maintaining compliance across all areas.
The contact center solution that we now have through Nextiva allows us to segment our business into different teams, maintaining compliance across the board. This intelligent contact center has transformed our operations by bringing multiple centers into one unified system.
Amir Erez
CEO of Cedar Financial
Results
With Nextiva’s support, Faro Logistics experienced substantial improvements in both their internal operations and customer-facing services:
- Vendor Reduction: Vendor count was reduced from 7 to 1, resulting in a 30% cost reduction.
- Increased Call Volume: Agent call volume increased from 70 to 400 calls per day, a 471% improvement.
- Enhanced Efficiency: Overall operational efficiency increased by 40%.
- Revenue Growth: Agent-driven revenue grew by 30%.
Automation through Nextiva has notably boosted our productivity. It freed up our team to focus on elevating the customer experience. The platform has been instrumental in helping us track and personalize interactions, ensuring each client feels valued and heard.
Justin Franklin
Director of Communications and Engagements
Empathy at Scale: Humanizing Digital Interactions
Cedar Financial’s approach to customer communication is rooted in empathy. By leveraging Nextiva’s omni-channel platform, Cedar Financial ensures that every interaction—whether via phone, text, or email—is personalized and meaningful.
Empathy, or what we call tactical empathy, is crucial in our business. We train our agents to convey emotion in their communications, and Nextiva’s tools have made this easier, allowing us to focus on enhancing the customer experience.
Justin Franklin
Director of Communications and Engagements
Nextiva’s AI tools, including chatbots and automated phone systems, have been key in managing large datasets and developing data-driven campaigns. This technology has enabled Cedar Financial to stay at the forefront of customer engagement while maintaining a strong commitment to customer satisfaction.
Features Used
- Predictive AI: Automated outbound dialing and skill-based routing.
- ACD Inbound: Streamlined handling of inbound communications.
- Manual Outbound: Enhanced control over outbound call strategies.
- Predictive SMS: Automated text messaging for client engagement.
- Omni-Channel Integration: Managing calls, emails, and SMS through a single platform.
- CRM Integration: Real-time integration with CRM for seamless customer interaction.
- AI-Powered Compliance Tools: Ensuring compliance across teams and operations.
- Agent-Facing Survey: Feedback and performance monitoring.
Conclusion
Cedar Financial’s partnership with Nextiva has been transformative. The integration of advanced communication tools has enabled Cedar Financial to streamline operations, enhance compliance, and significantly boost productivity. Both Amir Erez and Justin Franklin express confidence in the enduring partnership between Cedar Financial and Nextiva, envisioning continued growth and success.
“I recommend other businesses leverage contact center technology—it might be exactly what you need to grow, just as it was for us.”
Amir Erez
CEO
“Nextiva’s reliability and the ability to scale quickly have been absolute game-changers for us. We’ve gone from worrying about outages and disruptions to being able to focus entirely on delivering exceptional service to our clients. The peace of mind that comes with knowing our communication lines are always open is invaluable in this industry.”
Justin Franklin
Director of Communications and Engagements
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