CX Solution
Dialpad - Freshdesk
Background
FlashParking has evolved over the past decade from a determined startup to an industry leader in parking solutions. Founded in 2011 by visionary entrepreneurs and programmers, FlashParking aimed to redefine parking for the modern era. Today, with its exclusive operating system, FlashOS, it caters to thousands of locations in the United States, offering cutting-edge technology that goes beyond traditional parking solutions. Through its revolutionary journey, FlashParking is shaping the future of parking and mobility for its clients.
Business Challenge
FlashParking uses Freshdesk as their CRM and Dialpad as their Telephony system, encountering operational hurdles due to separate platforms. To streamline operations, integrating Freshdesk CRM is crucial. The integration should assign tickets to designated groups based on incoming phone numbers and activate the ticket button according to the relevant group during calls. Furthermore, automatic ticket generation for every voicemail is essential to improve communication and issue resolution efficiency.
Sandeza Solution
Sandeza created a seamless integration between Dialpad and Freshdesk, using websockets for call events and webhooks for voicemails. This setup enables real-time ticket creation during calls, allows for notes addition to tickets, and creates new contacts for unknown numbers. Additionally, the system automates ticket generation for voicemails and links autocall recordings to tickets, ensuring an efficient process.
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.
