Case Study

Financial Advice Association Australia (FAAA)

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“Our digital transformation project resulted in a lot of change in the business. During this time, the ipSCAPE team were very proactive in offering solutions to improve efficiencies. We have just implemented Salesforce and are looking forward to achieving interoperability through ipSCAPE's CTI adaptor.” - Lindy Chapman, Member Services Manager

1. The Business

The Financial Advice Association Australia (FAAA) was formed in 2023 following a merger between the Financial Planning Association (FPA) and the Association of Financial Advisers (AFA). The FAAA is the professional association for financial advisers in Australia and is committed to promoting the highest professional standards in the financial advice industry.

2. The Challenge

The FAAA required a feature-rich solution to seamlessly manage their membership communications, have the ability to easily update the IVR to reflect any changing membership requirements and gain visibility across performance to improve their overall member experiences.

3. The Solution

ipSCAPE assisted the FAAA in providing multi-channel communication technology that has easy-to-use tools to create and manage their membership communications.

The FAAA is able to seamlessly manage membership communications through updating members on changing requirements as ipSCAPE’s IVR workflows can be adjusted within a matter of minutes. ipSCAPE’s AI-based outbound dialler helps the FAAA to spend more time talking to members, by optimising calls for conversions, which assists in driving their membership renewals. To gain insights into performance, the FAAA uses the real-time reporting and wallboards solution, which supports in optimising their member services. Furthermore, ipSCAPE hosts the FAAA’s 1300 and 1800 phone numbers to enable triple carrier redundancy, which ensures busines continuity if an outage occurs.

4. The Benefits

  • Easily manage inbound communications
  • Drive membership renewals through the outbound dialler
  • Visibility into performance
  • Real-time reporting
  • Triple carrier redundancy

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