Telephone customer contact with iChoosr did not go entirely as desired. The organization had outgrown the previous telephony platform and was experiencing frequent spikes in customer contact. The audio quality of the calls was insufficient and the functionality of the platform was very limited, while iChoosr anticipated growth in England, the Netherlands, Belgium and the United States, among others. Due to problems with connectivity, the platform and the corresponding functionality was no longer aligned with the vision iChoosr had in mind.
iChoosr links supply and demand in sustainable energy products in several countries. They connect motivated customers to sustainable energy products through user-friendly platforms. This is done, among other things, by organizing group purchases. After an auction, participants decide without obligation whether they want to accept the offer of the winning supplier or installer.
Challenge
Solution
After initial exploratory discussions with Sound of Data, Jelle van Dijk (Customer Service Lead at iChoosr) visited Sound of Data customer Alfen. Alfen uses the 3cx omnichannel platform and Jelle wanted to see, hear and feel how this solution is received there. It was so positive that iChoosr also chose to work with this platform. After a smooth implementation without downtime, 70-80 customer service employees in the Netherlands, Belgium, England and the United States now work with 3cx.
“In Sound of Data we have found a flexible partner that’s easy to contact and whom we can ask for support and advice at any time. ”
The result
Since the implementation of 3cx, the audio quality of customer service calls has significantly improved. Employees no longer experience disruptions and all problems have been resolved. Jelle van Dijk: “In Sound of Data we have found a flexible partner that’s easy to contact and whom we can ask for support and advice at any time.” Thanks to 3cx, iChoosr now has a perfect telephone system that they can manage themselves and gives access to extensive analyzes that allow them to better manage the capacity of the lines.
