CX Solution
Real Connect - Freshsales
Background
Assupol is a service-oriented life insurance company. Assupol provides financial-based services. Assupol provides services such as funerals, life insurance, savings, and retirement products to South Africans.
Business Challenge
Assupol gets contacts from a vendor and converts them into deals, then uploads them into Real Connect. The Real Connect technology contacts each deal and links it to an agent. Therefore, Real Connect must be integrated with Freshsales. Additionally, the recordings of the calls need to be added to Freshsales, and another requirement is to create tasks in the deal. In addition, to tackle the page refresh issue, Furthermore, they had difficulty making a conference call.
Sandeza Solution
Sandeza came up with the solution of integrating the Real Connect phone system with Freshsales. A sidebar application for recording calls has also been created. All the call recordings will be stored as a link in a file section in Freshsales under the deals. It won’t accept duplicate links. When a recording link is clicked, it redirects to a new page where the call recording is displayed.
Results and Benefits
Arta embeds and integrates to existing CRM platform with the custom CCP. Enables BOTs to respond calls, messages even before agent handles it. Enhanced features to show increased agent productivity in ticket call metrics and provide intelligent dashboards. Remarkable customer satisfaction provided to customers using agents and AI enabled transactions.
