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Dalex Finance

Dalex is a Ghanaian non-bank financial institution with offices in Accra, Takoradi, Kumasi, Tamale, Ho, Sunyani, Koforidua, Akatsi, Wa, Bolgatanga and sales points in 20 locations nationwide. Delaphone supports the business operations of Dalex through a Call Centre which features our Customer Relationship Management System (CRM), our mobile notifications platform and mobile payment solution for the past 4 years. The central call centre located in their head office manages call traffic for all their regional locations effectively and seamlessly in conjunction with the CRM. This unified system manages customer information for the entire company and its branches. The Delaphone Suite used by Dalex has allowed them to have unified information about each customer nationwide, allowing them to manage customer interactions and gain customer insights that informs management decisions.

UPT

United Pensions Trustees offers value-added pension services including corporate trustee services, scheme administration and consulting services. For UPT, Delaphone has been providing a Call Centre and CRM solution for the past year to manage their general customer interactions, telesales, call back service and phone based surveys. The Call Back service enables UPT to offer an innovative way for customers to reach UPT at no cost to the customer. This has allowed UPT to mitigate the cost of setting up a toll-free service.

Ghana Water Company

Ghana Water Company’s nationwide call centre is provided by Delaphone. The entire end to end call management system is handled using the DLP suite of products. This includes the Interactive Voice Response System that greets customers and directs them to the call centre agents. The CRM creates tickets and logs customer information, generates customer complaint ID’s and allows the tickets to be assigned to the appropriate persons for resolution. Customers are then notified at the appropriate times on the status of their complaint.