NYRA Case Study

CX Solution

Amazon Connect – Freshsales

Background

The organization operates in the thoroughbred racing industry with a mission to meet the highest standards in racing and equine safety. It focuses on maintaining excellence and integrity within the sport while ensuring the welfare of horses and participants.

Business Challenge

Their phone system is powered by Amazon Connect and Freshsales to get customer deals for sales. They work with Bets; their major purpose is to gain opportunities; thus, they contact agents.

Sandeza Solution

Sandeza devised a solution to seamlessly integrate Amazon Connect and Freshsales platforms, incorporating requested features such as searching for numbers in call logs and contact lists, saving unknown numbers into the contacts module, adding manual logs to a contact, adding notes related to a conversation, displaying recent call notes from saved contacts, and displaying loyalty points and lead qualification scoring.

Results and Benefits

The integration optimized communication between the support desk and backend systems, reducing Average Handling Time (AHT) by 11%. Streamlined ticket workflows and automated data updates improved Customer Satisfaction (CSAT) by 10%, ensuring faster service and better user experiences.