Altitude Software and Brasilcap

Achieving the expected ROI on the first year, generating additional 190 000€ in savings and reducing the agent handling time were the main benefits of Brasilcap’s partnership with Plusoft and Altitude Software. Brasilcap has concluded the first stage of the project which will be the cornerstone of its CRM strategy. This project included Plusoft, a Brazilian company leader in the development and implementation of contact center and CRM solutions, and Altitude Software, a global leader in contact center solutions, expertise and market experience. The solutions of both companies enabled Brasilcap to integrate inbound and outbound operations, allowing the project to reach a positive ROI on its first year. Today, Brazilcap contact center is responsible for 18, 7% of the company revenues and expects to manage more than 2, 5 millions interactions during 2007.

Brazilcap contact center has about 160 agents and it is already considered a benchmark for the sector, since this project included not only a technology upgrade but also a complete integration between applications and operations. In addition to transforming the contact center to a strong profit center, other factors have driven the organization for an integrated solution. Two years ago, Brasilcap launched a project aiming to increase the number of available interaction channels and supporting their Direct Marketing strategy. There were also other operational needs, such as the integration between the IVR and the dialer and call classification.

After implementing Plusoft CRM and Altitude Predictive Dialer solutions, Brazilcap reduced the agent handling time by 12%. “Providing the same customer service and, at the same time, reducing costs has been a great motivation to move forward with this project”, explained Rodriguez. This cost reduction generated additional savings of more than 190 000(. Another major breakthrough was the drop of the interaction cost due to the inbound and outbound integration.