Microsoft partner CyTrack has provided a customer contact system for Australian weight loss brand Lite n Easy.
CyTrack's systems have been rolled out to Melbourne, Sydney, Perth, Adelaide and two locations in Brisbane, to facilitate interaction between Lite n Easy and its customers. The value of the project was not disclosed.
"We used Azure for the system prepping and setting up the workflows and as a real-time live test environment," said CyTrack chief executive Nick Milan, adding that the production environment ended up in Lite n Easy's own virtual machines on-premises.
"Our whole internal IT for our global offices here at CyTrack is all hosted in Azure and we are one of the fastest-growing Azure partners in Australia," said Milan.
As well as providing diet advice, Lite n Easy delivers healthy meals to subscribers. Lite n Easy national systems and service trainer Jane Reptik said local reach was important to ensure food is fresh.
"Therefore, we have six sites nationally that are local to our main customer bases," said Reptik. "It was really important to us to have a system that could operate autonomously at each site but also deliver centralised real-time and historic business information on our performance and key service indicators."
Reptik said CyTrack offered the "most powerful solution" for its ability to integrate with the Samsung telephone systems at each of the offices. This allowed data reporting unprecedented at Lite n Easy.
"[CyTrack's system provided] a multi-site business intelligence module that collects our data and delivers real time dashboards and reports customised to our needs. We can report on the whole group, an individual site, team or right down to a specific service agent at any time."
The reporting allows Lite n Easy to make informed business decisions such as changes to food packaging and information on the website.
"Seeing the results that technology can bring about in real human stories is very satisfying," said CyTrack's Milan. "CyTrack has been developing telephony management software for over 20 years now."
Reptik said: "Our next plans are to start offering our customers the means to communicate with us in ways that they may prefer rather than just the telephone. The CyTrack CyCC multi-channel contact centre technology allows our customers to communicate with us in the manner they choose, whether that's via phone, email, SMS, web chat or social media."
The Lite n Easy deal follows CyTrack's involvement with youth welfare organisation BoysTown. The contact management system in that case helps counsellors connect with underprivileged or in-distress children.
"Our counsellors can select a status code that shows the nature of the call or email they are on. This is especially important if we get an emergency call that may be suicidal in nature — we need to be able to draw attention to this call as we have additional clinical specialists available to assist," said BoysTown IT manager Julius Bergh.
CyTrack is headquartered on the Gold Coast, with branches in North Sydney, New Zealand, India, UK and USA.