Avanti Markets and BYNDL LLC have launched an advanced Customer Relationship Management (CRM) platform that will enhance licensed operator’s customer support experience. Operators will benefit from enterprise-class support utilizing Centralized Case Management tools that enable end-to-end support management, faster resolution times, and improved communications.
This will also extend to the consumer experience, delivered via the Avanti mobile app powered by BYNDL (launching this summer). Through the Avanti mobile app, consumers will be able to create a support request in the app that will be delivered directly to the operator. This new Automated Support Concierge service will deliver instant notifications through text messaging and email to the operator, outlining the support issue and providing consumer contact information.
“This is simply game changing for our operators,” said Lori Salow Marshall, Avanti Markets and BYNDL LLC President. “We are allowing our operators to provide near real-time support to their consumers, while alleviating some of the customer support burden for their location managers. In combination with our Centralized Case Management system, Avanti will identify which kiosk, which consumer and which operator are related to any given support issue, and will keep that relevant historical data for future operator reference.”
In addition to Avanti’s enhanced CRM platform, Avanti has deployed regional Micro Market Experts (MME) into the field to be a source of knowledge for licensed operators, providing support to help grow their businesses. “Our goal is not just to be a micro market software provider, but to provide our operators with the best tools and resources to grow their micro market business and ultimately increase revenues and profit,” said Jim Brinton, Avanti Markets CEO. The regional MME’s provide another layer of support to licensed operators, providing best practices and operational strategies at a local level, enabling the operators to become more savvy micro market leaders.
Over the next 6-9 months, Avanti and BYNDL LLC will extend the CRM system capabilities, bringing the mobile consumer support experience to the kiosk and the web; and enabling operators to further manage their AMS system through mobile devices.
“We want to enable licensed operators to grow their business, getting in front of location managers and supporting consumers better. Mobile is a way of doing business on the go – allowing operators to get away from their desks without losing the ability to access their management systems, and engaging directly with their consumers where appropriate. A mobile payment app is simply not enough,” said Marshall. “Over the next year, Avanti and BYNDL LLC will revolutionize how operators engage with their business, from any location, at any time.”
