PandaTS Introduces New CRM Module Next Call AI Module

Panda Trading Systems(PandaTS), a financial software provider that offers advanced solutions and advisory services to the brokerage and financial services industry, announced that it has introduced Next Call AI, a new CRM module that provides sales and retention teams with prioritised call lists generated by client actions. 

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"Our test groups of brokers using Next Call report that re-deposits have increased by around 27% since prioritising their call lists via the module. Brokers have also seen an increase in successful outgoing calls of 20%, with effective calls increasing by 17%. So far, the module has improved agent performance by, on average, 13%. These are just preliminary results from data gathered over a two-month period, but we believe these numbers are a baseline that can be improved upon." said Or Gold, Head of Commercial Operations at PandaTS. 

The new system can prioritise rejected deposits, or account whose balances fall below a certain threshold. This allows the correct member of staff to get in touch and offer help and advice.

Alternatively, it can be set to offer proactive customer support, such as when a prospect is stuck on the registration page, or to inform a client that a withdrawal has been approved, or even to help a new registration find their bearings and understand how the platform works. 

Brokers can prioritise which events the system focuses on, allowing the machine learning algorithm to continue serving sales and retention teams with the optimal next call suggestions. By allowing this actionable information to flow between departments, issues that lead to clients stuck in call or live chat queues can be avoided. 

But it's about more than just addressing recurring client issues. Or Gold explains that once a broker implements systems that are data-driven, their own inter-departmental systems become smarter.

"Quite often we think of these departments as set in stone, each with its own pre-defined role, working as it always has. But if the data shows you can reliably increase re-deposits by taking certain steps, then naturally the department gets smarter as a whole. But it can also inform the workflow of how different departments and members of staff collaborate. It all depends on how deep you want to go."