Client Case Study: Newton Group
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.
Case Study Participants
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
Glances has taken a confusing, clustered, overwhelming CRM system and simplified it to match the level of streamlined performance needed by our contact center. Without Glances, we would be stuck with confusion and frustration.
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.
How Newton Group Uses Glances
Glances worked with Newton Group to create a custom approach, which includes Actions and screen pops to vastly improve their call center workflows. During an incoming call, the screen pops feature uses the inbound phone number to auto search Glances for any related customer contacts, like a matching CRM lead in GoHighLevel.
Agents then use an online form directly within Glances to edit the lead’s information and schedule follow-up appointments. Any changes made to the lead get saved in GoHighLevel, in real time. Alternatively, agents can quickly view the data they need and perform Actions by highlighting and searching any contact’s name or email (or enter it in the Glances Search tab) while working anywhere online. See how it looks in GoHighLevel below.
The Results
Glances has helped Newton Group’s call center agents stay focused on incoming calls and save hours of time on repeat tasks, every week. Check out these amazing usage stats:
9,200 customer lookups and 6,500 Actions completed on average, per week!
Download This Case Study
We’ll send you a PDF copy of this Case Study that you can keep for yourself or share with others. (Along with occasional Glances updates)
Glances has maximized our call center performance by streamlining the work needed by [agents], and giving them an easy-to-use interface with only fields that are necessary for them to see. A game changer.
Achieving your dream workflows is possible
Glances makes your team's business apps work together to build consistent processes that save time and reduce errors. We'll partner with you to understand your tech stack and workflow goals, so your team can focus on the meaningful work they were hired for.
Choose a time at calendly.com/glances or start your free 14-day trial at glances.com