Case Study: Mobile Services Provider Makes it Personal

FrischFunk is now delivering personalised customer care with help from VoltDelta.

The solution

VoltDelta has supplied a cloud-based contact centre solution from its OASIS on-call portfolio.

The solution allows the mobile services provider to differentiate its service by ensuring that customers are served by the same personal service advisor each time they call, whenever possible.

A customised integration of the OASIS on-call contact centre with the Oracle Service Cloud customer experience suite will enable advisors to access calls, email, web inquiries, fax, white mail and chat from a single interface.

The benefits

Account details and the contact history of existing customers are screen-popped to service advisors, giving them a view of interaction to date and enabling them to engage with customers.

The interface also provides access to the company’s knowledge base, ensuring that advisors can consistently answer many of the questions customers most frequently ask.

The solution also enables any number of routing options and can be configured to account for multiple virtual call centre locations.

“Technologically, the solution represents a milestone in that it makes good on the promise of allowing advisors to easily handle calls, emails, web inquiries and chat from a single interface,” said Noel Hughes, managing director of VoltDelta. “At the same time, it gives advisors quick access to the customer’s history with the company and consistent answers to the typical questions customers have.”

“We chose VoltDelta because they were familiar with the task of making highly individual customer service come to life in a contact centre setting,” said Thomas Hans, Founder and CEO of FrischFunk. “I’m confident that we have a contact centre platform that will grow with us as our business expands.”

For more information about VoltDelta, visit their website.