AIDA Group

1-99 Employees
Customer Engagement

Today’s customer relationships are ongoing conversations that unfold across time and channels. Phone, video, email, chat, social: It’s all one integrated omnichannel now. Done right, seamless execution pays off in increased revenue and higher lifetime value of customers. Our customer engagement solutions make it possible. 

Team Engagement

Team engagement is the magic that happens when everyone in your workforce is connected effortlessly to the mission, to each other and to customers. When it works you feel it in your culture and on your balance sheet—and your customers feel it most. Barriers disappear. Productivity rises. Our team engagement solutions get you there.

"Avaya has allowed us to replace time-consuming processes with automated capabilities."

— Daren Williams, Acquisitions Manager, AIDA Group

Benefits

Increased Productivity
Reduce Cost
Improved Customer Service

AIDA GROUP BOOSTS CUSTOMER EXPERIENCE THROUGH DIGITAL TRANSFORMATION

Australian marketing firm, AIDA Group, creates customised initiatives to help its clients better connect with their own customers. The organisation deployed Avaya IP Office to transform its customer experience by empowering its 300 field experts with the right tools to improve sales, marketing and advertising outcomes for its not-for-profit and enterprise clients, including the Red Cross, Médicins Sans Frontieres (Doctors Without Borders) and Telstra.

AIDA’s contact centre previously used a basic telephony system which lacked automation and value-added services. As a result, it relied on a series of manual processes which limited the maximum number of potential transactions which could be managed by the contact centre each day, and therefore limited the number of sales made on behalf of clients.

CHALLENGES

  • A basic telephony system which lacked automation and value-added services
  • Customer experience relied heavily on manual processes which limited daily transactions
  • Contact centre inhibited by lack of real-time tools

VALUE CREATED

  • Comprehensive contact centre capabilities that have boosted AIDA’s customer experience offering
  • Automated recording capabilities to ensure industry compliance and develop contextualized customer services
  • Improved employee productivity and cost savings, resulting in a strong ROI particularly when providing fee services to not-for-profit clients

Following consultation from Queensland-based communications services provider and Avaya partner, DMG Communications, AIDA transformed its contact centre with the Avaya IP Office platform by automating its processes to better respond to modern business demands and customer needs. When DMG was originally engaged, AIDA was looking at having to expand its agents to cover more customers for its clients such as ‘Red Cross’. Also a lot of their processes were manual and time consuming including outbound call campaigns and recording of calls.

The implementation introduced various new capabilities to boost AIDA’s customer experience offering. This included automated recording capabilities, not only helping AIDA remain compliant with industry regulations, but importantly, allowing it to leverage real scenarios to provide one of the best possible training programs to its staff as part of their ongoing professional development.

Through automation, AIDA increased productivity throughout the call centre and generated cost savings, particularly when working with not-for-profits. It also has ability to handle a greater volume of calls in less time, which has reduced the number of resources required to manage these accounts, and therefore also decreased costs.

"Using the Avaya system, our staff has much more control over all calls coming in and going out. They are therefore better equipped to manage more calls each day, which means we can reach more customers on behalf of our clients, while also managing both our and their costs.”

— Daren Williams, Acquisitions Manager, AIDA Group

Additionally, IP Office provided live call queues and visibility into all communications so that staff have access to the necessary information to work closely with clients’ customers. As a result, customer enquiries and requests are fulfilled more quickly, leading to a more efficient experience.

AIDA also received detailed reporting capabilities, including statistics on call duration, timestamps and quality of connections. Using these reports, AIDA is able to modify existing and create new sales, marketing and advertising strategies to better cater for the requirements of its clients’ diverse audiences.

“It is great to see what the solution has provided for AIDA. After deploying the AVAYA solution, AIDA no longer had to employ additional agents. It is great to have been a part of not only saving the customer considerable money in additional wages but also automating their contact centre. The staff they have in place are now able to reach out to those additional customers they needed to expand on.” (Donna Chisholm, Senior Sales and Pre-Sales Specialist DMG)

ABOUT AIDA GROUP

AIDA Group is a nationally-recognized marketing and sales services company headquartered in Queensland’s Broadbeach. It works with a range of not-for-profits and enterprises to deliver tailored programs to help those organizations align more closely with their target markets. The company also provides a range of promotional and consulting and training services, as well as retail solutions.

"We have a small contact centre team supporting a wide range of salespeople across the country. This is why we were very eager to automate components of our contact centre system."

— Daren Williams, Acquisitions Manager, AIDA Group

CUSTOMER PROFILE
  • Headquarters:

  • Australia

AIDA Group is a nationally-recognized marketing and sales services company headquartered in Queensland’s Broadbeach. It works with a range of not-for-profits and enterprises to deliver tailored programs to help those organizations align more closely with their target markets. The company also provides a range of promotional and consulting and training services, as well as retail solutions.

What our Customers are saying
"Using the Avaya system, our staff has much more control over all calls coming in and going out. They are therefore better equipped to manage more calls each day, which means we can reach more customers."

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  • Daren Williams

  • AIDA Group