CX Solution
GoTo Connect - Freshservice
Background
The company is a major U.S. dealership network that offers new and used vehicle sales, financing, and trade-ins. It also provides full-service centers for maintenance, repairs, and genuine parts.
Business Challenge
They needed an integration to eliminate the constant switching between GoTo Connect and Freshservice tabs. The primary requirement was to streamline all incoming and outgoing calls within Freshservice itself, while enabling agents to create and manage tickets directly from the call interface. This would ensure efficiency, reduce context switching, and improve customer service continuity.
Sandeza Solution
Sandeza developed a custom integration that embedded GoTo Connect telephony directly into Freshservice, allowing agents to manage all calls without switching between applications. Each agent logs in with their own extension, ensuring call logs are maintained individually and accurately. The solution offers a unified interface displaying requester details, real-time ticket history, and the ability to create or update tickets while on a call. It also supports call transfers and manages multiple incoming calls, streamlining the entire call handling and ticketing process.
Results and Benefits
Seamless CRM and telephony integration reduced Average Handling Time (AHT) by 12%. Automated follow-ups and ticket categorization enhanced Customer Satisfaction (CSAT) by 10%, boosting customer trust and retention.
