Customer Success Story - TOAST. Ensuring top-notch customer experience in the time of growth

How Toast enhanced internal processes
and improved customer experience
with Voiptime Cloud outbound call center solution

Toast is a Peer-to-Peer money transfer application that allows Filipinos in Hong Kong and Singapore to remit money for cash pick up at over 7000 locations, or directly to any bank in the Philippines using their smartphone without queueing up at banks or traditional Money Transfer Shops.

Challenges:
Due to the rapid growth of business, Toast faced the need to extend their sales & customer support departments. The lack of a flexible and customizable outbound call center solution hindered the efficiency of customer support agents and had a negative impact on customer experience.

Solutions:
Implementation of Voiptime Cloud solution ensured an efficient workflow, increased conversion, and enabled more satisfying customer experience.

Two-way integration with an internal CRM system

Voiptime Cloud software is a versatile solution that combines outbound call center features, comprehensive reporting, and contact management tools. Due to constant communication with the Toast’s IT team, the integration went smoothly and all contributions were taken into the account.

Integration of Voiptime with the internal CRM system of Toast improved workflow of customer support agents by automating the routine tasks.

Personalized approach and software customization

Upon the request of Toast, Voiptime Cloud added new functionality to software:

  • API requests and Webhooks to update leads and synchronize notes and task reminders between two systems.
  • Team calendar to see the appointments created for the team of local managers.

Lead capture directly from the website

Direct lead capture from the website into Voiptime Cloud software and immediate adding of new leads to the campaign allowed outbound call center agents to establish contacts much faster. They reached leads in minutes / seconds, answered their questions and booked appointments for the local managers. Due to a prompt reaction of call center representatives, conversion rates of Toast have significantly increased.

Facilitated adaptation process

Separate training sessions were conducted to a group of agents and senior executives, which accelerated the adaptation process in the company. In addition, an ongoing support from Voiptime Cloud team reinforced further success of Toast staff.

Results

  • Decreased the first response time to 15 seconds after receiving the request.
  • Reduced handle time and transfers with intelligent routing.
  • Implemented power and predictive dialing campaigns for returning of inactive customers and reduced churn to 15%.
  • Enabled dialing massive databases with fewer agents.
  • Guaranteed 24/7 disaster recovery.
  • Ensured priority support.

Customer: Toast

Industry: Financial Services

Start of the cooperation: autumn, 2018

Solution: Voip CallCenter

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