Success story
Helados KTC
Industry:
Retail & Services
Location:
Spain
Number of agents:
15
VOICE
KTC’s contact center makes more than 24,000 outbound calls a month, so they need power and stability.
AUTONOMY
One of the decision factors when choosing a software was the level of autonomy and rapid deployment.
GROWTH
The business was in a growth phase, so it needed flexibility and low implementation costs.
TIMES
The client expressed the need to reduce waiting times, which were around 2 minutes.
Helados KTC is a frozen food manufacturer, part of the Carrascal group in Spain. Their contact center makes over 24k outbound calls a month for 3,000-customer base.
Our omnichannel software for Contact Center EVOLUTION, has become a key part of they day to day operations.
CHALLENGE
Helados KTC migrated to our software EVOLUTION after a review of their complex and costly infrastructure. They were looing for a higher level of autonomy and a quick deployment.
SOLUTION
Thanks to the rapid and progressive implementation of the system, Helados KTC was operational with EVOLUTION within a week, when it had previously taken them a year with other solutions.
Helados KTC also decided to use Kettle along with EVOLUTION, an open source software for database management. It enables them to easily upload calls daily via import tables, saving them time and avoiding human error.
IMPACT
Since they started using our software EVOLUTION, Helados KTC has observed a dramatic improvement in waiting times, going from 2 minutes to 25 seconds.
They are especially happy about the huge cost reduction in maintenance and managed services. Our software EVOLUTION and its special licencing model allows the business to grow at its own pace with low deployment costs and total transparency. They have found the documentation very helpful to self-serve and have enjoyed being able to trial the solution and see its incredible performance.
Our experience with EVOLUTION has been a pleasant surprise. We came from larger contact center solutions with much higher prices and not only has ICR Evolution replaced all functionalities, it has also increased agent productivity by 40%!