Resource Type: Case Study

• Seattle Sounders FC

  

  Seattle Sounders FC runs a lean operation, with a dedicated team that is often stretched during high-pressure periods such as season ticket renewals. The service team, responsible for delivering exceptional fan experiences, faced challenges in maintaining consistent service quality across a high volume of interactions.

• DiamondBack Covers

  

  DiamondBack Covers faced several key challenges in their customer support process: communication delays, frustration with photo/email process, risk of unnecessary returns, time-consuming troubleshooting

• Optima Dermatology

  

  Optima Dermatology faced significant challenges with their existing contact center system from their previous provider. While functional, the system wasn’t tailored to the specific needs of a healthcare provider. Key issues included: inefficient call routing, limited integration capabilities, lack of flexibility.

• Skedaddle Humane Wildlife Control

  

  Skedaddle faced significant challenges in managing and tracking calls from multiple service lines, including wildlife control, pest control, and professional holiday decorating. They had to handle over 100 numbers, with some being used specifically for pay-per-click tracking. Their previous system, Dialpad, lacked the detailed reporting needed to track the source of each call accurately. This…

• Sweaty Betty

  

  As Sweaty Betty continued to evolve, they realised the importance of having a reliable phone network to connect with their customers. With their existing CRM system reaching the end of its support, they switched to Salesforce as its replacement. Additionally, since Sweaty Betty’s agents work remotely, the challenge was to find a solution that would…

• Accquis

  

  Accquis had been a long-time advocate and user of Salesforce CRM, incorporating various features like websites, email systems, and voice telephony. However, they were facing a significant challenge with their existing voice system – it simply wasn’t meeting their needs and lacked integration with Salesforce. This meant they couldn’t take full advantage of the invaluable…

• Kollabo

  

  Established in 2018, Kollabo faced significant hurdles with their basic call solution and CRM system. The lack of advanced features in their telecom service and disconnected CRM resulted in labor-intensive processes, hampering their efficiency and effectiveness in connecting workers and companies seamlessly.

• Hemfrid

  

  Having opted for Salesforce Service Cloud Voice provided by another telephony partner, Hemfrid initially believed they had found the right fit. However, they quickly encountered issues with call quality and poor service. The lack of customization and integration with Salesforce data raised concerns, as it was a key driver for selecting Service Cloud Voice.

• Talixo

  

  Having been established as a start up in Berlin in 2012, Talixo quickly grew to become a leading taxi and limousine booking operator across more than 1000 global cities.

• Twenty7tec

  

  Founded in 2014, Twenty7tec has grown from startup to a leading provider. During this period of growth the business has grown quickly and focused on expanding the client base whilst operating with 3 distinct systems for CRM, Customer Support and Telecommunications. Whilst this approach has served Twenty7tec well, our internal systems and processes had not…