2Paths Solutions Ltd.
Vancouver, BC
Company Overview
2Paths Software Solutions Ltd. is the developer of 2Paths CRM. Prior to becoming formally incorporated in 2002, we started off as a general programming shop comprised of 2 developers creating customized software. We quickly expanded into a larger team of developers helping organizations streamline their processes in order to become more efficient and profitable. Out of this streamlining process, we began to build more applications, including software that captures and manages the interactions between organizations and their clients. In essence, we created customized Customer Relationship Management (CRM) applications based on the business needs of our clients. We obtained our largest client several years ago when they were comprised of 30 employees, of which 20 were customer facing. As they grew to become a multi-million dollar company with over 400, 000 clients, and 300 staff, we grew with them.
At this point in 2001, we recognized the opportunity to provide a compelling value proposition to small and medium sized businesses/organizations (SMBs). The CRM applications that we created could be offered as a pay as you go service to organizations that wanted to build relationships and foster loyalty with their clients, without having to make a considerable investment in CRM software.
We bundled our customer service automation experience, and hatched it into an online web-based application, 2Paths CRM. The application aligned with the values of SMBs, namely ease of use, exceptional value, effective functionality, easy deployment, and rapid return on investment.
Company Information
Physical Address
450-220 Cambie St.
Vancouver, BC V6B 2M9
CA
Mailing Address
450-220 Cambie St.
Vancouver, BC V6B 2M9
CA
Additional Details
Legal Name: 2Paths Solutions Ltd.
CA
Sportingbet PLC
Profile of the client
2Paths Solutions has developed a long-term relationship with Fincorp (recently acquired by Sportingbet PLC), a publicly-traded company based in London, England with satellite offices in Dublin, Ireland and San Jose, Costa Rica. The company has approximately 500 employees, 300 of which work out of their Americas office. The core competency of the company is providing internet gaming capabilities which requires highly-efficient and effective customer service centers. Approximately 150 customer service representatives are based in San Jose, Costa Rica and 33 in Dublin, Ireland.
The Need of the company/how they were solving their problems previously
In 2000, Fincorp was in search of a solution to the companys quickly escalating customer service problem. A pencil and paper process was being used for handling customer comments, issues and complaints, as well as for inter- departmental communication. Needless to say, communications were lost and customer issues were frequently left unresolved - customer service suffered. Fincorp needed a solution that would both improve the level of customer service and facilitate internal company workflows.
What 2Paths CRM provided
2Paths Solutions provided Fincorp with a customized version of what is now 2Paths CRM. 2Paths created an application to allow seamless access from multiple contact points email, web, telephone, and face to face interactions. With Fincorps customer service centers receiving over 3, 000 emails and 40, 000 calls per week, Fred Burke, General Manager of Fincorp, was concerned about the efficiency and quality of customer service interactions. 2Paths CRM permitted each customer to be dealt with appropriately within and across departments and customer service centers.
2Paths CRM also provided the ability for Fincorps customer service centers to deal with one inbox for multiple staff, resulting in a single email contact point per customer. Emails arriving in this inbox are assigned to appropriate representatives, and all communications are stored in a central database for future reference.
The Bottom Line
With over 400, 000 customers in constant contact with Fincorp, having an effective application to communicate with customers was vital to the success of the organization.
Results:
- 50% increase in case resolution productivity
- Over 3, 000 emails and 40, 000 telephone calls
per week handled seamlessly and effectively by 2Paths CRM
We started as a small business and have quickly grown into an organization of 400, 000 customers from across the globe. 2Paths CRM grew with us, helping manage our frequent interactions with each customer. Due to the high lifetime value of each customer, delivering an exceptional level of service is of paramount importance. 2Paths CRM is an affordable solution that has allowed us to better serve our customers and reduce service costs.
Fred Burke, General Manager, Fincorp.
Contacts
Karen Goh
Title: Vice President
Area of Responsibility: Domestic Sales & Marketing
Phone: Show phone
Services
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Custom Software
2Paths Software Solutions Ltd., the developer of 2Paths CRM, creates custom software applications to help improve organizational processes and logistics. The majority of organizations have processes that can immediately be identified as stumbling blocks, or bottlenecks. These bottlenecks create inefficiencies, reduce productivity, or add operational costs. A few examples are: an inventory system in a supply chain logistics operation, a timesheet process within a company, or the transfer of a trouble ticket in a customer service department.
We believe that investing in the creation of customized software applications results in enhanced productivity, reduced costs and errors, and increased organizational efficiencies
We use technologies that are appropriate for your organization, given your strategic needs, budget, time and legacy constraints. By keeping our technology consultation focused on your needs, we are able to create a solution that fits your organization, rather than trying to fit your organization into a pre-packaged solution.
Products
- 2paths Crm
Additional Information
541510
7030-ADP Software, D308-Programming Services