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Case Study

Financial Planning Association (FPA)

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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

Founded in 1992, the Financial Planning Association (FPA) is the leading professional body for Financial Planners across Australia, representing the interests of over 12,000 members. The FPA are the only Australian body licensed to deliver the “Certified Financial Planner” certification program, and develops professional, compliance and ethical standards for CFP professionals.

2. The Challenge

The FPA 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 FPA in providing multi-channel communication technology that has easy-to-use tools to create and manage their membership communications.

The FPA are 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 FPA 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 FPA uses the real-time reporting and wallboards solution, which supports in optimising their member services. Furthermore, ipSCAPE hosts the FPA’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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