Client Case Study: Newton Group's Call Center Workflows Advance from Clustered Confusion to Streamlined Success
The combination of Software as a Service apps needed for modern companies to run productively is almost as unique and varied as a fingerprint. Since we built Glances to work anywhere online, we have found that client use case stories differ not only from business to business, but from team member to team member. Follow along as we dive into the case study findings for our customers at The Newton Group – and don’t forget to click the full case study report, available below.
About Our Customer
From impulse buys to inheritances, owning a vacation timeshare often becomes a regretted purchase decision once the excitement wears off and the financial reality sinks in. For nearly 20 years, Newton Group has run an entire niche business based on serving those who are ready to exit their timeshare contracts, handling the extensive process from start to finish with 5-star-rated support.
Managing a large portfolio of clients and many moving pieces per timeshare exit case, the Newton Group needed a way to unify their stack of business apps, streamline their call center team’s daily processes, and save time on frustrating, repetitive tasks.
Tech Stack Overview
After migrating from a custom-built CRM platform to GoHighLevel CRM, Newton Group also relies on the following business apps to manage daily work:
Current Challenges
Helping customers end their unwanted timeshare contracts typically starts with an inbound phone call to Newton Group’s call center. Expertly-trained agents listen to each caller’s unique story and gather the right information to assess their needs and help guide them further along the process.
This hefty call volume combined with constantly switching apps to complete call-related notes, tasks, and updates creates a confusing and overwhelming experience for agents. Below are just a few of the team's reoccurring challenges:
✔️ Managing repetitive tasks across different platforms to create and update CRM records, schedule appointments, and more
✔️ Restricting account access to agents while still enabling them to view only the data they need and make key updates
✔️ Tracking metrics to better understand call center stats and phone agent performance
Why Try Glances?
Newton Group needed a software solution to first combat the hassle of using multiple apps and systems, then create efficient workflows for their call center agents. Glances was the best choice to connect the company’s tech stack of business apps so they work together, thus helping agents access the real-time data they need while working anywhere online.
The next (and most important) factor was, Glances would help call agents view key data from GoHighLevel CRM and perform Actions to update records without direct access to the CRM account. This would keep the proper employee restrictions in place and ensure CRM data remains error-free in its native platform.
Directly within Glances, agents could complete other tasks across apps, such as booking new appointments, updating customers, and more, all without navigating away from their work.
Review this customer’s full case study report so you can determine if Glances is the right productivity-boosting platform for your team as well.
You can also check out our collection of client case studies on our website at glances.com/case-studies.
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