Assupol Case Study

CX Solution

Real Connect – Freshsales

Background

The company is a service-oriented life insurance provider offering financial-based services, including funeral cover, life insurance, savings, and retirement products for South Africans.

Business Challenge

They get 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

The integration streamlined ticket routing and automated follow-ups, reducing Average Handling Time (AHT) by 14%. Improved response workflows also enhanced Customer Satisfaction (CSAT) by 11%, ensuring quicker resolutions and smoother client experiences.