case study

WellPet Vets saves thousands using Dubber Call Recording to confirm clients understand agreed procedures and costs 

Here’s the backstory

WellPet turned to Dubber when it needed a better way to record calls at three veterinary hospitals in its Western Sydney practice.

Lucy Chapman, WellPet senior manager, says 19 employees speak to clients throughout the day. This includes nurses, receptionists, and admin staff. The practice is busy, it runs around the clock 365 days a year and deals with hundreds of calls every day.

WellPet noticed there was a problem. What clients would say about their phone conversations with staff didn’t always match notes taken at the time. This led to billing disputes.

“We want to be able to confirm what a receptionist says when on a call. In this industry, there are a lot of emotions because we deal with pets. Things can escalate fast. We wanted to know if clients’ reports of what staff told them was accurate, or if it was a bit of a lie,” she says.

Why WellPet chose Dubber

WellPet IT manager Anthony Karolis says his company took its first steps with call recording when it implemented a call centre.

“We had media recording provided through Cisco Media Sense. There wasn’t anything intelligent: it recorded, nothing else. Media Sense was reliable but we’d end up with .wav files that had random names. It meant we would have difficulty finding recordings and matching them to calls. Often we would lose recordings.”

Karolis says Outcomex, WellPet’s systems integrator, proposed Dubber as part of a review of the company’s IT infrastructure. This was in preparation for a move to cloud-based Cisco Webex Calling.. He says that Outcomex worked with WellPet to get the right solution in place and that “… the Outcomex technical guys work like an extension of my team”.

WellPet chose Dubber because the licence cost was much lower than the alternatives. That meant every call at the three hospitals could be recorded, not just a select few.

The Dubber Experience

Installation was simple. Dubber is cloud-based and fully integrated with Cisco Webex Calling, so it was switched on instantly. At WellPet it was a matter of giving log-ins to relevant staff members and a short rundown on how to use the software.

Today, if there is a query or concern, Chapman’s team can find the relevant recording fast.

She says: “When we search for a client phone number in our database, we can find the file. Linking to a number, not a client account, is important as WellPet often deals with new clients.

“We can immediately clarify what the client said and listen to the context. Our previous system was fine up to a point, but if IT is not your main focus it could be complex to use.

“When we switched to Dubber we had a system that an average user would have no trouble navigating. I found it easy, even with tasks like exporting recordings. That’s something that was difficult with our previous system.

“No matter how many times we did it, things would always go wrong or we’d lose something and not be able to find it again. Now I can do this myself in minutes.”

Recently, WellPet helped the police with an investigation. Chapman needed to extract many recordings the police wanted. She says with Dubber it was easy to find and export them.

“This was something I would have needed help with when we used the previous system.

She says: “Because Dubber is more user-friendly, I find myself using it more. In the past, there were situations where call recordings would have been beneficial, but I knew retrieving them would involve too much work. It might take several hours  to track down two minutes of audio.”

Here’s the results…

The key benefit of Dubber is to resolve billing issues. Chapman says a client may be told a vet has found something and needs to conduct tests that might cost $1500. Then at billing time the client says they were never warned about that. “We’re able to fight disputes now that we have the evidence to back us up. We can tell the client that they were told of the cost and consented”. This has saved WellPet thousands of dollars and ensured issues don’t escalate further.

Another area where WellPet now uses call recording is in training. Chapman uses it to give client-facing staff feedback on how to better handle calls. This is important because the people dealing with calls tend to come from a veterinary nursing background and are not necessarily experienced in front-line customer relations.

She says she can listen to understand where someone may have used the wrong language or if something was explained that didn’t make sense. Likewise, if there is a client complaint she can listen and discuss the incident with the person involved.

Ultimately, this means that we can improve the service we offer to clients.

Discover how one of Switzerland’s largest private banks utilises Dubber Unified Call Recording and Voice AI to proactively monitor phone calls and messages, enabling the identification of rogue operators and potential compliance breaches.

Glean insights on how you can ensure MiFID II, GDPR and PCI compliance across your organisations’ communications channels with:

• Unified call recording across any device, location or collaboration platform
• Automatic transcription into multiple languages
• Sentiment and tone analysis of every phone call
• Real-time alerts of keywords and phrases surfaced during conversations

Download the case study and get in contact to discuss how Dubber can solve your compliance concerns.

“Our business is based on time, so mistakes are costly” 

NT Recycling Solutions saves $50,000 per year using Dubber’s call recording to resolve client disputes over services ordered and staff training to reduce errors in bookings.

Here’s the backstory

NT Recycling Solutions is a waste management and recycling business in the Australian Northern Territory city of Darwin. The business deals in general waste removal and operates a recycling facility to reduce the amount going to landfill.

The company has three staff who take inbound calls. Regular customers who don’t have a scheduled service call the company and book when they need their waste bins emptied. Causal customers can call to order bins and the company’s drivers make contact with the office when there are issues with jobs.

Being able to record calls helps quickly resolve customer disputes and staff booking errors. These were costing NTRS thousands of dollars and causing inefficiencies with drivers schedules.

The Solution

NTRS uses Telstra Calling for Office 365 (based on Microsoft Teams) for all its calls. It uses Dubber Unified Call Recording to record and capture calls. In tandem, NTRS uses Dubber’s CallN reporting for additional insights into call statistics. This can include knowing which team member takes the most calls and what time of day those calls come in.

Different departments within the business including customer service, sales, and administration can all easily review calls and reports on Dubber.

Dubber’s recent partnership with Microsoft together with Dubber’s rich functionality were central to giving NTRS the right solution.

NTRS was operating a traditional on premises phone system, using CallN for recording. When it moved to Telstra Calling for Office 365, Dubber was able to craft a unique solution that delivered Dubber’s backend recording while maintaining the familiar CallN interface at the front end.

The Benefits

Speedy dispute resolution

General Manager, Dean Caton says NTRS mainly uses Dubber to verify orders placed by customers. “A customer will ring the office and say I asked for this service: ‘I need your driver to come back right now and do this for us’.”

This can be disruptive and expensive. By the time the call comes in the driver might be 40 minutes away. Revisiting pick-ups was costing NTRS more than $1000 a week.

When this happens, the staff member can check the call recording and listen to the request. Caton says at this point the customer might change their story — if they still want the driver to return, they will have to pay for it.

This was a huge problem in the past, but Caton says now that customers know their calls are recorded, they are less likely to make these claims.

Staff training and reduction of costly errors

Another Dubber benefit for NTRS is staff training and reducing booking errors.

The business depends on efficient scheduling, so mistakes and booking errors are costly.

“All our business is based on time, so if we’re going back to sites we’ve already been to, that costs us a lot of time and we don’t get the productivity out of our drivers”.

Caton says it is useful for training, especially when a new team member joins to be able to go through a recording if, say, they made a booking error.

“We can say that you should have asked this question. A number of our customers have different types of bins at their site. If they ring and say they want their bin emptied, we want our customer service person to ask the right question to find out which bin needs to be collected.”

Not all trucks can collect all bins, so getting this right is another cost saving because they don’t have to divert trucks from other locations to service the job correctly.

Soma improved customer experience using Dubber call recording and voice AI to track conversations across a dispersed workforce.

Here’s the backstory

Australian managed IT services provider soma technology group uses Dubber to record all incoming and outgoing client calls, internal calls and meetings.

The business’s headquarters is on the Gold Coast in Queensland and there are offices in Brisbane, Sydney, Melbourne and Perth, with a large number of staff working remotely.

Soma provides technical phone support to small to medium-sized organisations. It also runs a consulting practice that handles audits, implementations and other IT functions.

COO Aaron Prout says: “As a managed service provider we are a customer service business. It’s important our clients receive the support they need. It’s also very important that everything we do is traceable with checks and balances through all our systems”

Soma’s previous phone and recording solution was difficult to use and therefore staff were avoiding it and using their mobiles instead. And it was impossible to record calls made by the remote workforce. This meant that a large number of customer service calls weren’t being recorded for evidence or monitored for quality assurance.

The Dubber solution

Soma chose Dubber’s call recording and voice AI solution combined with Telstra Calling for Office 365, based on Microsoft Teams, as its voice system. “We wouldn’t have moved to Teams Calling if it wasn’t for Dubber”.

“The Dubber and Microsoft Teams solution is much better than the previous one. Now everyone is using it across the whole company”

Before, when they wanted to review a conversation they would have to go through all the MP3 files and listen to the entire call – and there was no search function.

With Dubber, they can search for calls easily using the google-like search function and  quickly skip through the call to the relevant section. “It’s a lot faster to find what we’re looking for”.

What are the results?

Effective staff training for customer service performance

When soma gets negative customer feedback, either from a survey or through direct communication, managers listen to the conversation. This gives them an opportunity to guide staff on how they can improve.

“Dubber ticks a lot of boxes for us. We use it in a variety of areas. We use it for team education, we can go back and look at some of the calls our staff make. We make sure they’re following our phone support processes, that they are using the right communication style and that they have an understanding of the products they are selling. It’s all about giving good customer service”.

Better customer satisfaction

Soma uses Dubber to improve client satisfaction. If there is any negative feedback in post-customer service call surveys, they can listen to the conversation and quickly identify the issue.

Now with Dubber, the weekly satisfaction survey results never go below 4.5 out of 5 “This is 100 percent because of call recording”.

Dubber also helps fill in the gaps when a client doesn’t complete a survey. Not every unhappy customer provides feedback. soma uses the AI sentiment analysis tool to quickly highlight and identify those customers.

“Dubber’s AI sentiment analysis means we can learn if the clients are getting frustrated and if someone needs to dive in and take a closer look at that. It may be that we need to get in contact with them and have a conversation before the relationship goes south. We didn’t have the ability to do this before Dubber.”

Visibility of remote workers conversations

Staff throughout the country field incoming calls. Now with Dubber, all calls can be recorded regardless of location. This was especially useful during the Covid-19 lockdown when all employees worked from home.

Before Dubber and Telstra Calling for Office 365, this level of universality wasn’t possible. Originally the business was only able to record calls at the head office.

Prout says: “Our systems are set up so the call flows mean any of our guys can work from wherever they are with access to Microsoft Teams and into our systems.

“We use Dubber for the call recording and it captures everything whether people are on a mobile, an office phone or on Teams. We use it for all our support.”

Traceability of crucial conversations

Soma also uses call recording to monitor discussions over new business proposals. It means everything is detailed and captured to prevent any disputes over what was agreed.

“It stops there being any arguments about what we said and it covers us from a legal standpoint as well”.

Thousands of dollars saved

Moving to Dubber and Telstra Calling for Office 365 has meant significant cost savings for soma – about $30,000 per year – by eliminating costly hardware and maintenance costs and reducing expensive license fees.

• Dubber Unified Call Recording and Voice AI Solution provides real time sentiment analysis

• Dubber cloud solution makes hardware based call recording for small call centre environment obsolete

• Devonport City Council see increased customer satisfaction with service

Dubber Corporation Limited (ASX: DUB), has deployed an innovative Unified Call Recording (UCR) solution with Devonport City Council to provide insights for training, and real-time sentiment analysis for the City’s customer service team.

The solution was provided nearly “instantly” over an existing Telstra TIPT unified communications solution utilised by the City for its business communication requirements.  Telstra TIPT offers carrier-grade IP voice, video, instant messaging, and other services and is one of the most extensively deployed unified communications platforms in Australia.  The Dubber solution eliminated the need for any costly on-site equipment that would usually be required for legacy call recording solutions and was provisioned as an embedded service inside the Telstra TIPT service.

The Devonport City Council has a team of seven customer service staff who handle all calls arriving at the council, serving a large geographic area with a population of more than 26,000 in Tasmania’s North Coast. These calls and queries are either handled by team members themselves or passed on to other council departments.

The City’s customer service team deals with a wide variety of calls including parking, animal control, rates, health issues, as well as calls from builders, developers and planners, along with requests for services such as road maintenance.

“Dubber has helped us get to the next level for customer service performance and we now have significantly more structure in our training. With useful information like call transcription, real time sentiment analysis, and instant search of call records, Dubber helps fill in the gaps in our knowledge and improve the services we provide to our citizens,” said Customer Service lead Danielle Harvey, City of Devonport.

The Dubber solution for the City of Devonport was deployed “as a service” via Telstra’s Enterprise Sales Team.  “Deploying the Dubber service was very fast and simple.  We just worked with our Telstra rep with our existing phone system and Dubber was switched on nearly immediately for our entire team,” said Harvey.

“We are delighted to be working with Devonport City Council as they equip their customer service team with Dubber Unified Call Recording via their Telstra TIPT service.  Devonport is a great showcase of how cloud call recording and voice AI can be used – simply and cost effectively – to deliver services to citizens better than ever.  We love the fact that Dubber solutions like real time sentiment analysis, transcription and voice AI allow council staff to do their jobs better and faster, improve training and improve the services they provide to council residents,” said James Slaney, COO, Dubber.

Dubber Solution:

• Dubber Premier (Call recording and Voice AI)
• Telstra TIPT
• Recording for all inbound customer calls
• Easy to view recordings, transcriptions and sentiment analysis of each call
• To view expanded case study please click here.

About Dubber:

Dubber is unlocking the potential of voice data from any call or conversation. Dubber is the world’s most scalable Unified Call Recording service and Voice Intelligence Cloud adopted as core network infrastructure by multiple global leading telecommunications carriers in North America, Europe, and Asia Pacific. Dubber allows service providers to offer call recording for compliance, business intelligence, sentiment analysis, AI and more on any phone. Dubber is a disruptive innovator in the multi-billion-dollar call recording industry, its Software as a Service offering removes the need for on-premise hardware, applications or costly and limited storage.

For more information, please contact:

Investors

Simon Hinsley

simon.hinsley@dubber.net

+61 (0) 401 809 653

Media

Terry Alberstein

terry@navigatecommunication.com.au

+61 (0) 458 484 921

If conversations are the currency of effective property management, why is their value lost the moment the conversation ends? What if the value of every conversation was multiplied?

Unified call recording is being rapidly adopted by leading property managers to deliver vital insights, boost productivity and address compliance mandates.

“Property managers face a deluge of calls every day – and the majority of them are crucial conversations that need to be documented and acted on”, said Andy Lark, Chief Customer Officer, Dubber. “The challenge is preserving an accurate record of those conversations whether they took place in a call center, mobile or an application like Cisco Webex, Zoom or Microsoft teams”.

Advances in Cloud technology now make that possible.

Any conversation can be captured without the need for hardware or storage and transformed into data. And that data used to automate keyword alerts, customer satisfaction reporting and more.

Navigating the world of hybrid work

Over the past 18 months most property managers are working from everywhere while still managing entire property portfolios often with thousands of residents.

Unified call recording has enabled property managers to have more visibility into their businesses — like transcriptions evidencing contract negotiations and tenant notifications, real-time insight into in-progress workflows, or maintenance requests.

The adoption of these new tools signals a shift in the industry that sets up teams for more flexibility and agility. Simply put, the requirement to be in the know without the benefit of being in the same place can be answered by technology.

And part of that answer is unified call recording.

Today, leading property managers are realizing benefits across five areas:

1. Dispute resolution

Hitting replay on any conversation – whether audio or a transcription – is the fastest way to verify what was said and resolve disputes quickly. It’s also proof positive the property management team met compliance and legal obligations.

1. Workflow automation

Rather than depending on manual note taking and notoriously unreliable human recall, every conversation can be easily integrated with CRM systems. Managers then have an accurate view of not just what was said but who it was said to and when. The savings in record keeping alone can exceed five hours per agent per week.

1. Customer experience

AI-powered insights running in real time across the business present customer satisfaction data without delay. Alerts and notifications surface issues and trends.

1. Training & coaching

With every conversation available for replay, managers are able to coach and train based on what was actually said. Whether improving sales techniques or ensuring team members are following compliance guidelines, unified call recording provides critical visibility.

1. Powerful insights

Suppose an unusually high number of your potential vendors were sending their business elsewhere. Perhaps the quality of tenants recently entering your system is not meeting your requirements? Or maybe the property management team has been lodging an outstanding number of complaints on leased properties, leading to a drop in tenant satisfaction, occupancy and overall rent roll.

This could be a sign your property business’s service and products are not meeting standards. Alternatively, it could be an issue with delivery. Either way the gap could be driving buyers, landlords and tenants away from your business, leading to a drop in closures, and agents disillusionment.

Always-on recording with visibility into customer conversations can help to discover negative patterns such as; misleading information, knowledge gaps on neighborhood issues, last minute landlord pull outs or a drop in quality buyers.

Automated conversation keyword search, in conjunction with elegant call recording transcriptions, could uncover sales opportunity blockers and blind spots.

Never leave a conversation behind

Cloud-based call recording is simple and easy to deploy.

Look for solutions that enable you to start with basic call recording for individuals or dive into more comprehensive business solutions with AI-powered insights and beautiful transcriptions.

Ensure the data you are capturing is stored securely and in line with compliance requirements. Look for how your call recording platform can easily be integrated with your CRM tools.

And establish clear policies for crucial conversations – including the services on which they must happen.

With unified call recording capturing every conversation, you’ll quickly be in a position to end not knowing.