Flashparking Case Study

CX Solution

Dialpad – Freshdesk

Background

The company 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, it aimed to redefine parking for the modern era. Today, with its exclusive operating system, it caters to thousands of locations in the United States, offering cutting-edge technology that goes beyond traditional parking solutions. Through its revolutionary journey, the company is shaping the future of parking and mobility for its clients.

Business Challenge

They use 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

The integration enabled agents to manage calls, voicemails, and tickets seamlessly within Freshdesk. Real-time ticket creation and automated voicemail handling reduced manual work and context switching. Agent productivity improved by ~12–13%, enhancing overall customer satisfaction.