Modernizing Proxy Solicitation
for Improved Efficiency Propels Success
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Overview
Challenges
Innisfree recognized opportunities to enhance their call center capabilities to better meet the dynamic demands of seasonal proxy solicitations, particularly regarding scalability, adaptability to new campaigns, and operational efficiency. Key areas identified for strategic improvement included:
- Optimization for Peak Demand and Cost Efficiency: Innisfree needed a flexible, cloud-based solution capable of scaling seamlessly to manage surging demand during busy proxy seasons, ensuring consistent performance, redundancy, and stabilize infrastructure costs.
- Process Modernization and Knowledge Preservation: Operating previously on legacy hard-line telephony and the associated software, Innisfree identified an opportunity to modernize the platform by transitioning to a best-in-class, cloud-based solution built on Salesforce, Azure, and Five9. This transition was also seen as a chance to preserve valuable institutional expertise by embedding it directly into a scalable and robust system.
- Enhanced Data Management: Innisfree sought improvements in data management processes, including streamlined loading, cleaning, storage, secure transmission, and integration across key platforms (Azure, Salesforce, Five9), to enhance operational efficiency and support accurate, timely decision-making.
Call Coordination: Recognizing the importance of streamlined outreach, Innisfree sought to minimize overlapping efforts, enhance shareholder communication, and provide simplified tracking and reporting to meet regulatory obligations.
Solution
In close collaboration with Innisfree, InterSoft and Saasinct worked together to build a Center of Excellence, aligning subject matter experts and creating a unified data model. The resulting solution modernized Innisfree’s shareholder engagement platform, enhanced their team’s efficiency, and positioned the firm for scalable growth. Key features included:
- Cohesive Communication Platform: Salesforce and Five9 were integrated into a unified solution that enables agents to manage shareholder interactions more effectively—automating outreach, centralizing data capture, and improving visibility across the engagement lifecycle.
- Flexible Conversation Flows: The platform introduced dynamic call flows and real-time prompts, guiding agents through interactions while allowing them to adapt to changing campaign requirements– enhancing consistency, compliance, and responsiveness.
- Enhanced Data Management and Automation: The new system automated data ingestion, processing, storage, and integration across platforms, reducing manual work and improving accuracy, speed and access to real-time campaign insights.
Expanded Outreach Capacity: By moving from a fixed-location model to a cloud-based environment, Innisfree eliminated physical constraints on staffing and capacity. This shift enabled a significant increase in operational scalability, allowing them to support larger campaigns with fewer resources while maintaining quality and responsiveness.
Result
Innisfree now operates a modern, cloud-based shareholder engagement platform that supports both day-to-day operations and long-term strategic goals. The integrated solution delivers many improvements in efficiency, scalability, and service quality. Notable improvements include:
- Preserved Institutional Knowledge: Sophisticated operational workflows and business knowledge have been embedded within the system, ensuring continuity, reducing training time, and protecting critical organizational know-how.
- Increased Operational Efficiency: With fewer manual tasks and faster campaign launches, Innisfree can respond to client needs more quickly and with greater precision-improving execution while maintaining high quality standards.
- Scalable, High-Performance Environment: The platform adapts seamlessly to seasonal volume spikes, supporting large scale campaigns with consistent performance and reliability.
- Enhanced Data Quality & Oversight: Centralized data management across systems ensures accurate, real-time information is captured and available for campaign tracking, reporting, and compliance.
- Improved Shareholder Experience: The new platform enables more targeted outreach by incorporating Do-Not-Call lists and merging duplicates, resulting in more calls, fewer complaints, and a smoother overall experience. In fact, Innisfree completed several large-scale campaigns last year without a single call-related complaint, underscoring the impact of the enhanced system.
Innisfree’s partnership with InterSoft and Saasinct resulted in a purpose-built solution that supports the firm’s high-touch, high-stakes engagement model. While the platform is part of a broader modernization effort, its successful implementation underscores Innisfree’s commitment to innovation, precision, and service excellence. With core expertise now embedded in a scalable, cloud-based system—and a renewed ability to execute with speed and confidence—Innisfree is firmly positioned to lead the industry into its next chapter.
About InterSoft and Saasinct
For nearly 40 years, InterSoft Associates has partnered with organizations to create custom software solutions that solve complex business problems. We take the time to understand your business. Whether you are looking to increase revenues, reduce costs, streamline work processes, ensure data integrity or crack other business issues, our focus is always on solving your business problem, not selling you software. We are proud of our 100% success rate, unheard of in the industry.
Saasinct is a Salesforce implementation and managed services partner that provides tailored, customer-centric solutions for financial services customers. Led by founder and CEO Katie Bluth, our team blends extensive financial services experience with deep technical expertise to create powerful solutions that support your business.