Brooke Corporation

Challenge

Brooke Corporation receives thousands of calls per month to its toll-free numbers. Due to a dynamic business environment, company managers made frequent changes to their toll-free platform. This proved to be very time-consuming and expensive. Moreover, the legacy provider’s text-to-speech technology performed very poorly, generating many customer complaints.

Solution

To address their challenges, company IT managers chose Qwest® bundled services. These include Domestic Toll Free service, Hosted Interactive Voice Response (IVR) service, making use of five ports, and the Qwest iQ Networking® Internet Port service, which serves 750 physical locations.

Benefits and Results:

• Significantly reduced costs and time needed to make changes to toll-free and IVR functionality
• Quality and efficiency of IVR service slashed customer/prospect hang ups and increased inbound calls by 1,500 percent
• Incoming call customer conversion rate went up by 270 percent
• Cost of converting incoming calls to customers went down by 148 percent
• New toll-free and IVR service has significantly decreased customer complaints
• The quality of the Qwest IVR service rekindled faith in the system among franchisees—they now use the company’s toll-free number in centralized marketing activities

Client

Brooke Corporation (NASDAQ: BXXX) is a franchisor of independent agency businesses that sell insurance and banking services. They support processing and marketing and sales activities to about 765 licensed insurance and financial services professionals. These people work at more than 800 franchise locations across nearly 35 states.