Situation:

Global Money Remittance is an international funds transfer company that caters to Atlanta’s Central and South American populations. Due to dramatic increases in the Latin American population in the United States, funds transfer has become a hot industry. In the last four years, an average of 100 million transactions per year has been made to these regions with transaction fees totaling $3 billion being collected per year. Global Money Remittance has responded equally to this growth, adding 16 employees to their company in less than a year, with more employees to come.

The vast majority of this segment of funds transfer transactions are made via telephone, thus the quality of the phone systems and service is critical. In Global Money Remittance’s case, access to quality technical service and the ability to effectively manage their growth is paramount.

Challenge:

Previously, Global Money Remittance purchased the 42-phone iDCS500 phone system from Samsung. While they were happy with their purchase, their vendor was consistently slow to respond when issues arrived and was incapable of advising Global Money Remittance on the most cost effective methods of enhancing their phone system to accommodate their growing employee base.

DiscountCall Solution:

DiscountCall assigned lead technician Keith Garrett to be in charge of the maintenance of their phone system. Garrett has over 20 years of experience in the telecommunications industry and was easily able to solve their current issues. Since then, he has resolved issues as they have arisen. DiscountCall has also facilitated their growth by advising them on the best options for systems and service when adding to their current office and aiding them in the creation of an efficient, effective call center.

Results:

Over the previous year, Global Money Transfer has been able to add new employees to their customer service and inbound call center easily and effectively. Through providing technical service, growth management advice, and physical equipment, when needed, DiscountCall has provided a total telecommunications solution that allows Global Money Remittance to focus on the growth of their business.

“They (DiscountCall) are great because they came over, analyzed our situation, and gave us what we needed. They listened to our ideas and answered all of our questions. I would definitely recommend them to a colleague”, said Stefanie Carpenter, financial manager, Global Money Remittance. If you are interested in learning more about how DiscountCall can achieve similar results for your company contact us.

New Study Reveals Rapid Changes In Money Transfer Industry Could Improve Income of Poorest Households In the U.S. and Latin America, Pew Hispanic Center and Inter-American Development Bank, 2002